Keep Calm. It can be hard to try to remain calm when the other person in the conversation is not. By keeping calm you can help to influence the tone and conversation down to a more manageable level.
As much as you might want to, don’t ignore these interactions. It is best to address issues as they arise, so that you can stay ahead of the game. It is better to try to work with a customer and attempt to come to a mutual agreement. If you choose to ignore this person, it can be seen by others, whether it is an in person interaction or one online. You want to be able to set the tone that you hear them and are willing to work with them.
Ask trusted people for input. If you have the opportunity to give a little time before you need to respond, asking someone else can be beneficial. You get another outside opinion and they can help you generate a thoughtful and helpful response.
To read the full article, and see all of the techniques, take a look here. If you have any advice to share, or a different take on how to deal with a difficult situation, feel free to share!
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