How can you communicate with nervous customers and how to handle their objections?

I am a firm believer in the customer comes first. I’ve learned to not take the things that customers say about their experience personally, which really helps when it comes to diffusing the situation. I always try to really understand the complaint and do the best I can to solve the issue. If they are really upset I would then get the manager. Sometimes they just want to talk to a manager to know that their complaints are being heard.