Acknowledge their feelings

• Let the customer know you understand how they feel:
  • “I can see why you're upset about this”
  • “I realize how frustrating this must be for you”
  • "I'd feel the same way in your shoes"

Show empathy

• Demonstrate that you're interested in resolving the issue:
  • “I'm committed to resolving this issue just as much as you are”
  • "I want to understand what you're feeling/thinking"

Shift the focus to solutions

• Avoid saying "no" and instead focus on finding a solution:
  • “I'll see what I can do”
  • “I'm checking into this”
  • "Is there anything I can do to help you understand better?

Position options positively

• Make customers feel like they're getting a good deal:
  • "Normally the price to change the date on that lift ticket would be $24, but today I will match the price you originally paid."

Use close-ended questions

• Ask questions that require analytical thinking to help you regain control of the conversation:
  • “Do you have your confirmation number?”
  •  “Could I please see your One pass RFID card, so I can pull your information up”

Use personal pronouns

• Use more personal pronouns to sound genuine and confident:
  • "I am sorry you've had such a frustrating experience"