What approach should you take when you wish to help an unreasonable customer?

When dealing with an unreasonable customer, actively repeating back their complaint is an effective approach because it shows that you are listening and that you value their feelings and concerns. This technique helps to de-escalate the situation by validating their emotions and demonstrating empathy. By articulating their complaint back to them, you also clarify your understanding of the issue and create an opportunity for more productive communication.

This practice fosters a sense of partnership and can lead to a more cooperative dialogue, which is essential in customer success management. Customers often feel frustrated when they believe their issues are not being acknowledged, so mirroring their concerns can help to build trust and potentially lead to a resolution.