Listen - carefully to the person who is angry. Active listening requires a lot of effort and cannot be accomplished when you're distracted you need to stop everything you are doing and give your customer 100% of your attention.

Empathize - with the other person's concerns. Let him or her know that you sincerely care about the problem even if you don't agree with their comments. One way to show you care is ti thank the person for bringing the problem to your attention.

Apologize - even if you are not the cause of the problem. When said sincerely the words "I'm sorry" can remove as much as 95% of most peoples anger.

Resolve - the problem. Show your co-worker or customer that you are on his or her side and will do everything you can to help them get the problem resolved. If an employee in another department can fix it. help make the transition smooth by explaining the problem so they don't have to tell their store more than once.

Now - is the time to address the problem. When a problem is addressed quickly and worth care, loyalty actually goes up.

This demo microsite was created to help add with new hire and customer service. It is meant as a guide to user gui and the customer support framework.