Offering Choices/Empowering
Customers get frustrated when they feel that the options are too limited, and it is hard to break through red tape.
In order to counter negative feelings for customer service professionals, offer as many choices as possible. This shows respect for their wishes and helps customers exert some positive control over discussions when they would rather not have the discussion if it were up to you.
One of the easiest ways to create rapport with and prevent conflict escalation with someone is by offering them a choice of coffee or tea.