When answering this question, emphasize your ability to stay calm, empathetic, and solution-focused. Mention specific strategies such as active listening, maintaining a positive tone, and taking deep breaths to manage stress. Provide examples from past experiences where you successfully de-escalated a situation with an upset customer. For instance, you might say:
"When dealing with an upset customer, I first make sure to listen actively to their concerns without interrupting. I acknowledge their feelings and apologize for any inconvenience caused. I maintain a calm and positive tone throughout the conversation. If I feel myself getting stressed, I take a deep breath and focus on finding a solution. For example, in my previous role, a customer was very upset about a delayed shipment. I listened to their concerns, apologized, and offered a discount on their next purchase as a gesture of goodwill. This approach helped to calm the customer and resolve the issue amicably."
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