You're faced with an irate customer. How can you defuse the tension by actively listening to their concerns?

When faced with an irate customer, active listening is key to defusing tension. Let the customer express their concerns without interruption. This shows respect and allows them to feel heard. Maintain calm body language and eye contact, signaling empathy. Once they’ve shared their issue, restate their concerns to show understanding, and ask any clarifying questions. This step reassures the customer that you’re fully engaged. Finally, offer solutions or next steps that address their concerns, and thank them for bringing the issue to your attention. Empathy, patience, and clarity go a long way in turning a negative situation into a positive outcome.

Listen. Engaging in a debate will not solve the problem. Try putting yourself in the customer's place. Often the situation can be defused and a mutual resolution to the problem can be reached.

I think the best approach would be to wear empathy like a garment and calmly listen to the customer’s concerns, that way you would see yourself in their shoes and appreciate their situation, proffering a solution that would soothe you under that circumstance would flow naturally

Manter a calma e ouvir atentamente o cliente tem hora que é difícil, porém n?o impossível. Respirar fundo e se colocar no lugar dele, é uma ótima abordagem, deixar o cliente falar e interagir com ele, faz parte do processo. A partir do momento que ele perceber que estamos "tomando a dor" dele, provavelmente seu momento de irá irar passar

Be human. First, allow the customer to express their frustrations without interrupting. Then acknowledge the situation. You can even share a personal story with light humor if the situation allows. A personal story can help the customer see you as an ally rather than just a representative of the company. It humanizes the conversation and builds rapport. This can shift the tone from transactional to more personal, potentially diffusing the customer’s anger. It lets them know they’re not alone in their frustration.

Paraphrase back to the customer your understanding of their concerns. This lets the customer know they’ve been heard and understood. It also offers an opportunity to clarify any misunderstandings that have occurred. The customer is left feeling reassured and understood, safe in the knowledge you are able to and will address their concerns.

é importante sim buscar esclarecer a situa??o, até porque você é o representante da empresa naquele momento. Porém, esteja atento para n?o discordar do cliente e gerar uma espécie de conflito, de embate, pois isso irá prejudicar muito a continuidade do seu atendimento! Ent?o, tenha muito cuidado com as palavras e com a forma que você "contorna" a situa??o, mas de fato, é importante sim, esclarecer todas as quest?es trazidas pelo seu cliente.

Be nice. Listen and try to understand the client's perspective. Winning the battle will not win the war of words. Often, the problem is poor communication. Clarify the facts and restate the issue. Proceed to a solution by talking things out.