title = "De-escalating Frustrated or Angry Customers"

content = """
Support agents frequently encounter frustrated customers. Calm, empathetic
responses and clear action plans help restore trust and reach resolution.

**Acknowledge First:** Validate the customer's frustration before jumping to
solutions. A simple acknowledgment can reduce tension.

**Own the Experience:** Use "we" and "our" to convey accountability.
Avoid blaming other teams or deflecting.

**Action-Oriented:** Outline concrete next steps and timelines. Uncertainty
fuels frustration; clarity reduces it.

**Escalation:** If the customer requests a manager or remains abusive
after de-escalation attempts, escalate to a supervisor. Document the
interaction for review.
"""  # noqa: E501

version = "0.0.1"
