To help a customer who has become irritated, it is recommended that you try to calm the person by saying, "Don't be upset," or "You need to calm down before we can discuss the situation."

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Telling an irritated customer to "calm down" or not to be upset can often escalate the situation by invalidating their feelings. It's more effective to acknowledge their feelings and express a willingness to help.

To Help a Customer Who Has Become Irritated, It Is