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ScarlettR
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1. Take a deep breath. Don’t respond immediately. Take at least an hour or two to calm down. Don’t respond in anger.

2. If you do want to respond, the write it all out. Write out everything you want to say, and then delete it.

3. LEAP – Listen, Empathise, Apologise and Promote action. That’s what I was taught and it’s taken me a long way. Because I have this as a set target to respond to each unhappy client, it means I’m not reacting out of emotion. I have a guideline to stick to, so no matter how I feel, I know I’m doing what I can for the client.