Effective customer relations entail separating the issues from the emotions because rude customers may have legitimate complaints and only be expressing frustration.

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Effective customer relations require separating emotions from issues because even customers who come across as rude may have valid complaints that they are simply expressing in frustration. Therefore, it is important to address the underlying issue rather than getting caught up in the emotions of the interaction.

Effective Customer Relations Entail Separating the Issues from the Emotions