Dealing with difficult or irate customers is probably one of the most challenging aspects of business. My company is in the service and production sector and we deal with over the counter customers all day. I have spent years teaching my staff how to deal with difficult and I have to say, they are simply fantastic now... perhaps even better than me hehehe :)
Your advice is absolutely SPOT ON! - I wish more people here in South Africa would follow this type of guidance, because the levels of customer service here are horrendous!!!! - It is one of the reasons why my little business has stood the test of time. We are well known for our amazing customer service.
Long may it last :)
Great post!
Much love from Cape Town, South Africa xxx