I recently started to take an empathetic approach to answering customer queries. I noticed their responses changed significantly from angry to accepting. I rem

I recently started to take an empathetic approach to answering customer queries. I noticed their responses changed significantly from angry to accepting. I remember reading a post on these pages that explained Apple's sales and support methods... to empathize with the customer. One message I got from giving customer feedback was that instead of saying 'No, that is not the problem' when a customer complains, I start by saying 'I understand how frustrating that could be'. That tone is enough to put the most angered customer at ease. With that approach, I rarely ever require a second response.