Which of the following is true about dealing with difficult customers?

Taking a calm and composed approach can significantly de-escalate a situation involving difficult customers because it helps establish a more positive interaction. When a customer is upset, maintaining composure allows the advisor to actively listen to their concerns without becoming defensive or emotional. This method fosters a sense of understanding and validation, making the customer feel heard and respected.

Moreover, a calm demeanor can have a calming effect on the customer, potentially reducing their frustration and leading to a more productive conversation. By approaching the situation with empathy and patience, the customer service advisor can guide the interaction toward a resolution, ultimately improving customer satisfaction and retention. This approach is foundational in providing effective customer service and sustaining positive relationships with customers.