Before you can get a customer to calm down and listen, you must first ________.
A) call your manager to take over
B) listen passively to the customer's grievances
C) deal with the customer's emotional state
D) raise your voice to get his or her attention before you start

Question

Quizplus · Accepted Answer

Dealing with the customer's emotional state is crucial for calming them down and making them receptive to listening. Addressing their emotions shows empathy and understanding, which can defuse tension and facilitate a more productive conversation.

Before You Can Get a Customer to Calm Down and Listen