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3 Quick Tips for Handling an Upset Customer This advice will keep you cool in a conflict.
This story appears in the January 2016 issue of Entrepreneur. Subscribe »
Q: How do I defuse a tense moment between an employee and a customer?
A: Lise D'Andrea, president and CEO of Customer Service Experts, an Annapolis, Md.- based consulting firm, suggests an approach we'll call The Three P's.
Be pleasant. Make sure your body language, tone of voice and word choice project a calm demeanor.
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