5. Now that the customer has calmed down and feels you have heard his or her side, begin asking questions, Be careful not to speak scripted replies, but use this as an opportunity to start a genuine conversation building a trusting relationship with your customer. To help you understand the situation, gel as many details as possible,


a. Stay Calm
b. Listen Well
C. Acknowledge the problem
d. Get the facts.
e Offer a solution.​