God gave you 2 ears
God gave you 2 ears & 1 mouth for a reason. Listen. As Covey says, seek first to understand THEN to be understood.
Watch your body language. Unfold those crossed arms. Make eye contact. Open yourself up literally & figuratively. Now is not the time to multitask. Studies show that if you give a complainant your undivided attention, you will spend less time in the long run with a more successful outcome than had you tried to finish your paperwork & answer an email while dealing with the problem.
Take notes on the issue. This speaks volumes. The issue is important enough for you to write down. An additional benefit is the need to get to your office where you have pen & paper which helps escort an irate customer away from the traffic flow of others.
Outline a plan of action.
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