Awareness of Second Message?
Be aware when the customer is talking to you and listen to what they mean as well as what they say. They may be angry about something and it is being taken out on a small business problem. Be understanding and never take it personal. Even if they offer a personal insult, stay in control of your emotions and the conversation. Keep bringing it back to the problem until you find a way to help them. With one problem solved, it will relieve a lot of stress in order for them to solve the next problem in life. When they are ready to leave offer a positive complement so they feel like they have an understanding friend for the moment. This can leave a lasting impression on customers and make it much easier for them to return to the company next time.