Which of the following is not a recommended strategy for de-escalating a situation with an angry customer?

Choosing to ignore a customer's complaint is not a recommended strategy for de-escalating a situation with an angry customer. When a customer is upset, they often want to feel heard and validated. Ignoring their complaint can lead to feelings of frustration and anger, as it suggests their concerns are not important or worthy of attention.

In contrast, showing empathy by acknowledging and validating the customer's feelings helps to create a connection and demonstrates that you understand their frustration. A sincere apology conveys accountability and can help to diffuse anger. Recapping the actions in writing further reassures the customer that their issue is being taken seriously and outlines steps to resolve their concern, providing them with clarity and confidence in the resolution process.

By actively engaging with the customer and addressing their issues directly, you're more likely to restore their trust and satisfaction, which is critical in customer success management.