Tip: Keep calm, even if the customer’s tirade makes you want to scream.
You answer your work telephone with your usual polite greeting, but the person on the other end is angry–really angry. In fact, before you can even determine the nature of his call, he starts to shout and swear at you. You try to steer the conversation back toward a solution, but it’s clear that he needs to vent. As he continues to[…]