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Second this. Agree with the customer when you can. Sometimes they tell me things that would 100% frustrate me too, so I get where they are coming from. Wouldn’t approach it the same way, but I do understand them.
PREACH! I do this same thing. Honestly, customers like this are just frustrated and want to be heard. Once they know that they are being heard, they're harmless and much more cooperative. Great job handling these situations, OP!
Pro
Yes, yes, yes. Listen, and feel their pain. Then have them suggest the solution (how can we fix this for you?) because I learned long ago that the customer will often suggest a solution that is far below what I am willing to do. And, if not, at least you know where you are starting the negotiations from.
And I know sometimes this is easier said than done!
Most people just want to be heard. I do the same thing
Pro
That’s a solid approach! Validating their feelings and using subtle body language can really help calm things down without escalating tension. Smart move!