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You are on a call with a customer who tells you they are extremely disappointed in the product they purchased. They continue to yell at you about the product.

What do you do?
Select the best and worst response

Tell them that you understand their frustration and assure them that you will do what you can to help.

Politely ask the customer not to yell at you as you are going to try to help them.

Tell them that you understand and ask what would make the situation better.
RATE EACH STATEMENT WORSE NEUTRAL BEST

1 answer

Here’s how I would rate each response:

  1. Tell them that you understand their frustration and assure them that you will do what you can to help.
    Rating: Best
    This response is empathetic and acknowledges the customer's feelings. It also provides reassurance that you are there to help, which can help defuse the situation.

  2. Politely ask the customer not to yell at you as you are going to try to help them.
    Rating: Worst
    While it’s important to set boundaries, this response can come off as defensive and may escalate the customer's frustration rather than calming them down. It may feel confrontational.

  3. Tell them that you understand and ask what would make the situation better.
    Rating: Neutral
    This response shows understanding, but without the initial reassurance of your support. It opens the door for problem-solving; however, it may not directly address their immediate emotional state.

Overall, the best response focuses on empathy and support, while the worst response may exacerbate the situation.