ABSTRACT
Contain means to hold back or restrain within fixed limits. When containing an event with an irate customer, your job is to stabilize the situation, so it doesn’t get worse. When confronted by an angry or irate customer, your first reaction is to evaluate whether things are under control (see Figure 6). When the situation is not under control, you must contain before you begin asking qualifying questions. https://s3-euw1-ap-pe-df-pch-content-public-p.s3.eu-west-1.amazonaws.com/9780429079559/27a4154d-08b8-48cf-a71e-680dba85fa13/content/fig3_1.tif"/>
