This YouTube video ("The 1-Minute Venting Rule" by Chris Collins) offers a brief, conversational tip for customer-service representatives: when customers are very upset, let them vent briefly instead of immediately offering solutions, because solutions given while the customer is highly emotional are often rejected. The clip emphasizes listening, letting emotions cool, and postponing resolution until the customer is calmer.
When they're pissed, instead of taking a step back for a second and just listening and, and let them vent a little bit like you were saying, they start immediately trying to give them the solution and tell them, you know, about it or whatever. And, and even though a lot of times with an upset customer, if, if you're offering them the solution in the heat of that moment while they're still really emotional and really irrational, you may be offering a perfectly acceptable resolution, but they're not having it right now. Like, if you got one that, that we let get to this point, however we let that happen, it's too late. You just got to, yeah, now you, now you're where you're at. And it doesn't matter if they're right or wrong. You just got to listen and, and kind of, you know, let it cool off a little bit. Right.
