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3 Quick Tips for Handling an Upset CustomerThis advice will keep you cool in a conflict.

ByChristopher Hann•

This story appears in theJanuary 2016issue of狗万官方.Subscribe »

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Q: How do I defuse a tense moment between an employee and a customer?

A:Lise D'Andrea, president and CEO of Customer Service Experts, an Annapolis, Md.- based consulting firm, suggests an approach we'll call The Three P's.

Be pleasant. Make sure your body language, tone of voice and word choice project a calm demeanor.

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