what is the best way to de-escalate customer situations?

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I've always found that if you remain calm and show the person that you're trying to solve their problem then it more than likely will de-escalate the situation. Of course you'll have those very few who have already made it up in their mind that they have come to cause a problem and those situations you cannot de-escalate. However, for the majority part, most people once they see your remaining calm and you're trying to actually solve the situation they tend to calm down and listen to you. The wrong thing to do when someone is angry or yelling at you is match anger with anger. Or get loud because they're getting loud. That always ends badly

Absolutely when you get those customers who seem like no matter what you do they want to get angry the only thing you can do sometimes to deescalate the situation is get your manager

The best way to de-escalate customer situations is to remain calm and polite. It is also important to listen to the customer and try to understand their concerns. If possible, try to resolve the situation amicably. If the customer becomes angry or hostile, it is best to calmly explain that you will be happy to help them once they have calmed down.

I like to tell our employees that if anyone ever starts getting overly aggressive or acting unreasonable to just hand them off to me. A lot of the time, these people think they can get away with being abusive because they're talking to an entry level worker

Always be honest, sometimes in our business we focus on convincing the client and we do not measure the type of lies we use, then the client feels betrayed.

Not all clients are the same, but really, if there is a culture of clients, you have to identify what area they are from and how people from these areas like to be treated.

One thing I usually do is give them a glass of water even if they don't ask for it, I ask them how they feel, then I break the ice with the client.

The best way to deal with situations with customers is to maintain a friendly face despite the customer's rudeness, never a mocking face, only understanding.

I avoid these situations, I always ask the client everything from a how is this? even if they liked the food and if I can't do something for them.

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