When a customer expresses frustration, what is a proper response?

Engaging in conversation and offering assistance is the most effective response when a customer expresses frustration. This approach demonstrates empathy and shows that you value the customer's concerns. By actively listening to their frustrations, you not only validate their feelings, but also create an opportunity to address the specific issue that is causing their dissatisfaction.

Effective communication can help de-escalate the situation, allowing the customer to feel heard and understood. Additionally, by offering assistance, you can identify practical solutions or alternatives that may resolve their issues. This level of customer service can enhance the customer's experience and potentially turn a negative interaction into a positive one.

In contrast, changing the subject to distract the customer may come off as dismissive and could further aggravate their frustration. Politely asking them to calm down might be interpreted as condescending, which could escalate their irritation instead of alleviating it. Moving on to the next customer without addressing their concerns can damage trust and loyalty, as it leaves the frustrated customer without support or resolution.