Acustomer is complaining in an angry voice that a product is defective. you notice that the product is not defective; rather, the customer needs to be trained on how to use the product correctly.

select the two actions to take when working with this customer.

stay calm to try to influence the customer to calm down.

match the customer’s level of anger to try to calm the customer down.

do not worry too much about the customer’s feelings; the customer is not important for business.

use good manners when speaking to the customer to show your respect.