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57 Phrases to De-escalate Any Angry Customer

What can you do to get an angry customer to listen to you? I have a few tips and tactics for preempting escalations and getting customers to accept your words as final. Get a PDF of the 57 phrases at the BOTTOM of this page: https://www.myragolden.com/blog/57-ph... For more help with difficult customers, check out De-escalation Academy at HTTP://MyraGolden.com Get a full list of the 57 phrases here: https://www.myragolden.com/blog/57-ph... 1:10 Phrases for Acknowledging the Customer's Feelings (And Move Them Out of the Emotional Right Brain) 5:40 Phrases for When You Must Give the Customer Bad News 7:38 Phrases for When the Customer is Cussing or Being Inappropriate 9:58 Phrases for Customers Who Want to Talk to Your Manager 11:20 Phrases for When You're Offering Your Customer Options 15:10 Phrases to End a Circular Conversation with Your Customer 20:45 Phrases for Saying 'I'm sorry" Without Admitting Fault Video I referred to to explain the difference between "I'm sorry" and apologizing:    • Don't Apologize to Customers!   22:45 Phrases for Managing Expectations 24:15 Phrases for Denying a Request Based on Policy 27:37 Phrases for Showing Empathy to Unhappy Customers