What is a key approach when handling angry customers?

Listening to a customer's complaint is essential when handling an angry customer because it demonstrates empathy and understanding. When customers feel heard, they are more likely to feel validated and less defensive, which can de-escalate the situation. By actively listening, a Customer Success Manager can identify the root cause of the customer's frustration and address it effectively. This approach fosters a constructive dialogue, allowing for a more tailored and appropriate resolution to their concerns.

Other approaches, such as interrupting the customer or asking them to calm down, can escalate tensions and lead to further dissatisfaction. Redirecting the customer to another representative may also leave them feeling dismissed, as it does not address their immediate emotional needs or concerns. Therefore, listening plays a pivotal role in creating a positive customer experience.