Telling a person to calm down never works. If your partner told you to calm down, would you? Exactly. That doesn't work with your customers, either. Here are five phrases that work better than "Ma'am, I need you to calm down."

One. "We want to get to the bottom of this as much as you do."

Two. Lead with "It seems Like, or It sounds like..."
"It sounds like you've had a frustrating time."
"I know it seems like these things take forever."

Three. "I can see your point on that."

Four. "If I were in your shoes, I think I'd feel the same way."

Five. "I'm so glad you contacted us about this. We appreciate customers who let us know when things aren't right."

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