A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:

When dealing with a customer who is upset and on edge, showing empathy in your replies is the most effective approach. Empathy involves acknowledging the customer’s feelings and demonstrating understanding and concern for their situation. By actively listening and responding with compassion, you create a connection that can help de-escalate the situation. It reassures the customer that their feelings are valid and that you care about resolving their concerns.

This empathetic approach can help the customer feel heard and valued, paving the way for a more productive dialogue and potentially leading to a resolution that satisfies both parties. It establishes trust, which is crucial in customer service interactions, especially when emotions are heightened. Empathy goes beyond just addressing the immediate issue; it contributes to building lasting relationships with customers, enhancing their overall experience with the business.

While other options may have their own merits in different contexts, they do not foster the same level of understanding and connection that empathy provides. For example, mirroring their behavior could escalate tensions rather than alleviate them. Referring to a supervisor might be necessary in some cases but can also make the customer feel dismissed. Offering a refund or discount might temporarily soothe the situation but may not address the underlying issue or build a long-term relationship. Empathy is, therefore,