Since you’re in business to serve your customers, you’ll likely encounter rude or angry individuals at one time or another. While this article suggests sympathy, I suggest it means empathy . . . an enormous difference.
Source: Forbes, August 2, 2013. Link. After the situation has been resolved and the customer is on her way, it is helpful for you to take your own “time-out.”
Also see: Soothing the angry pet owner, Today’s Veterinary Business, June/July 2023. Link.
INSIGHTS: Be careful when using “I understand” which implies agreement and may escalate emotions. Instead acknowledge the client has an issue and triangulate to solve the problem satisfactorily.