How I Calmed an Upset Customer by Listening First

A customer called me very angry.

Her order arrived with a broken part.

She spoke loud and fast.

I did not try to explain anything yet.

I said, 'I am really sorry this happened.'

Then I let her finish her story.

I did not interrupt once.

Her voice became slower and softer.

I told her, 'Let me make this right.'

I said, 'I am going to stay with you until it is sorted.'

She took a deep breath and thanked me.

We fixed the problem in ten minutes.