What is the first step in calming an angry customer according to best practices?

Letting the customer vent is considered the first step in calming an angry customer because it allows them to express their feelings and frustrations without interruption. This process helps to validate their emotions, making them feel heard and understood. When customers are upset, they often need an opportunity to voice their concerns before they are open to solutions or discussions about next steps. By allowing them to vent, you create a safe space for them to convey their dissatisfaction, which can de-escalate their emotional state.

The other options, while important, typically follow this initial step. Apologizing can help, but it may feel insincere if the customer hasn’t had the chance to fully articulate their feelings. Verifying and clarifying can also be effective, but it may not be appropriate until the customer feels heard. Finding a solution is crucial, but attempting to solve the problem before addressing the emotional aspect can often lead to further frustration for the customer.