Why? Losing your temper gets you nowhere.
You’d probably love your job if it weren’t for those customers that turn your wonderful days into bad ones. But you don’t have to let them do that. You can keep a handle on the situation by keeping a handle on your own emotions.
The key to defusing hostility is maintaining your own self-control, says Robert Bacal, author of Defusing Hostile Customers Workbook.
“One of the most difficult parts of the defusing hostility[…]