• Don't be judgemental. Suppress the desire to be judgemental. Often, the customer's anger and frustration are because of genuine concerns.
• Start with why to get to the root cause. Why is the conversation important? What am I missing? What am I assuming?
• Listen actively. Pay attention to what the customer says and acknowledge the problem so that they feel heard.
• Let the customers say what they have to say. Mirror back what your customers said to create trust and confidence.
• Wear the problem-solving hat. Try to give acceptable customer solutions that are within the firm's guidelines.

Some conversations become difficult due to several factors.

• It could be due to differences in people's expectations.
• Miscommunication can contribute to misaligned expectations.
• Emotions often steer people's conversations. Your customer may have a bad day or get confused...