The Power of Calm
The only way to make an angry customer happy is to fix their problem—or at least let them know that they’re being heard—but before you can do that, you need to find the source of that anger.
Emotional intelligence is a strategic CX asset: Staying calm, recognizing customer emotional states (passive vs. escalated anger), and responding with empathy are critical for turning negative experiences into loyalty-building moments.
Empowered teams prevent escalation: Cross-trained, well-supported reps who can solve issues without transferring calls reduce friction, boost customer satisfaction, and protect your brand reputation.
Internal culture impacts customer experience: Supporting your team with scripts, boundaries, and post-call recovery practices ensures reps stay emotionally resilient—leading to better service, stronger morale, and more consistent customer outcomes.
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