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1. Empathy: Show understanding and respect for the customer’s feelings and frustrations.

2. Active Listening: Demonstrate the ability to listen to the customer attentively and let them express their concerns fully.

3. Apology: Offer a genuine apology for any inconvenience or negative experience the customer has faced.

4. Solution-Oriented: Propose a solution to address the customer’s issue or escalate it to the appropriate department if necessary.

5. Communication: Clearly communicate the steps that will be taken to resolve the problem and set realistic expectations.

6. Follow-up: Express a willingness to follow up with the customer to ensure that the issue has been fully resolved to their satisfaction.

7. Customer Service Skills: Showcase any relevant experience or training in handling customer complaints and resolving conflicts.

8. Maintaining Professionalism: Emphasize the importance of remaining calm, patient, and professional throughout the interaction with the customer.