Try focusing on your breathing, by taking deep, calm breaths. Do not be obvious about breathing heavily, however–it may come across as creepy or sighing.

Be patient. This may take time on the customer’s part. Do not argue, contradict, or otherwise engage in a fight, even if the customer is patently wrong. This is particularly important while handling irate customers in a call center, at a help desk, or in a similar setting. If the customer feels heard, it is often the most important part of the interaction. Customers will often eventually become much more agreeable just because they are listened to, sometimes even if the issue cannot be handled. Give the customer your full attention and let the customer communicate their frustrations or concerns before providing a solution.

As they talk, make indications that you are listening, such as “Uh huh,” “Okay,” and “Oh, wow. ” This will assure them that you are paying attention and make them feel like you want to hear the whole story. [3] X Research source

Do this even if you think the customer was negligent, idiotic, or just plain wrong. Remember your job is not to judge the customer.

An example of a possible apology is “I’m so sorry we messed up your order and caused this inconvenience. Let’s talk about how we can make it up to you. ” Another: “It looks like there was an issue on your order. I’m so sorry that happened. We can have a replacement for you in two days. Should I ship it to your work or home address?”

Avoid promising to outright fix the issue since that may not be possible. But always promise to attempt a solution. Use phrases like, “Let me see what I can do” and “I’m going to try to get this sorted out. ”and “I want to be sure to get you in touch with the right person to handle this issue”.

For example, you could ask, “What’s your ideal solution to this issue?”

For example, you could say, “Sir, I understand that you’re frustrated, but if you continue to use that kind of language I’ll have to end the call. ” If you don’t own the business, make sure you know ahead of time what your company’s policy is regarding abusive language. Your employer should have a written rule about when it’s acceptable to disconnect a call.

If you’re the manager or owner, politely tell them so by saying, “I am the manager on duty. I’d like to hear your story and work on a solution with you. ”

Try finishing the interaction with a quick “Thank you for letting us know about this. We don’t want this to happen again. ”