When a customer is upset, their emotions may make it difficult to grasp all of the details to understand and assist them fully.
Once you’ve let them vent and expressed empathy for their situation, repeat and clarify what you’ve heard. It’ll get everyone in agreement and on the same page - not to mention give your customer some time to simmer and clear their head.
“I can see how this has been stressful for you. I want to resolve this as quickly as possible, and I want to make sure I understand what happened. Here’s what I’m hearing...Did I capture that correctly?”
How do you follow up?