When dealing with upset customers in the support queue, your approach can make all the difference. To turn negative experiences into positive ones, consider these strategies:

• Acknowledge their frustration: Show empathy by validating their feelings, which can help to diffuse tension.

• Listen actively: Pay close attention to their concerns without interrupting, ensuring they feel heard.

• Provide clear solutions: Offer concise, actionable steps to resolve the issue swiftly and satisfactorily.

How do you handle frustrated customers in your support queue? Share your insights.