What strategy can be used to handle difficult customers?

Remaining calm and using active listening is an effective strategy for handling difficult customers because it fosters a positive interaction and can help de-escalate a tense situation. By maintaining composure, the customer service advisor demonstrates professionalism and reinforces a supportive atmosphere. Active listening involves paying close attention to the customer's concerns, acknowledging their feelings, and clarifying any misunderstandings, which can lead to building trust and rapport.

This approach allows the advisor to better understand the customer's issues and respond appropriately, leading to a more satisfactory resolution for both parties. It also helps to validate the customer's experience, which can significantly reduce their frustration. Overall, this strategy emphasizes empathy and communication, which are crucial in customer service, especially when dealing with challenging situations.