How should a Verizon employee respond to a customer expressing frustration?

Acknowledging a customer's feelings and reassuring them that their issue will be addressed is a fundamental aspect of effective customer service. This response demonstrates empathy, which is crucial when a customer is frustrated. By recognizing their emotions, the employee validates the customer’s experience, making them feel heard and understood. This can significantly de-escalate tension and foster a positive interaction.

Reassurance is also important because it builds trust and encourages the customer to stay engaged in the conversation. They are more likely to be cooperative and patient when they know their concern is being taken seriously and will be tackled with care. This approach not only improves the immediate situation but also contributes to customer loyalty in the long run.