What technique can help disarm angry customers?

Acknowledging the feelings of angry customers is an effective technique to disarm them because it demonstrates empathy and validates their emotions. When a customer is upset, they want to feel heard and understood. By acknowledging their feelings, the representative shows that they care about the customer's experience and are taking their concerns seriously. This approach can help to de-escalate the situation, as customers often calm down when they feel that someone genuinely understands their frustration.

The other choices do not effectively address the needs of an angry customer. Using aggressive language would likely intensify the conflict rather than resolve it. Interrupting for clarity can be perceived as dismissive or disrespectful, which might exacerbate the anger. Changing the subject quickly can make the customer feel ignored or unimportant, thereby failing to address their actual concerns and leaving them feeling more frustrated. Those approaches are less likely to lead to a constructive outcome in a conversation with an angry customer.