When dealing with a frustrated customer, what should you not do?

Commiserating with the customer can undermine the professional relationship and may escalate their frustration instead of alleviating it. While it’s important to relate to customers, doing so must be balanced with maintaining a clear sense of professionalism. The objective is to validate their feelings, show empathy, and reassure them without getting emotionally involved in their frustrations. This helps in guiding the interaction back to a productive resolution without aligning too closely with the negativity of the situation. Showing empathy, acknowledging feelings, and providing reassurance are all strategies that focus on supporting the customer while keeping the interaction positive and solution-oriented.