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    Defusing difficult or angry customers calmly and assertively benefits the company, the customer, and the service representative. Managing any difficult situation requires clear communication and intention. You improve with practice. And the rewards – both in terms of personal and bottom line profit are great. The key lies in your ability to manage yourself so that you can manage and support the customer.

    1. Take charge of you. Remember to breathe, smile, and connect with your higher motives. You cannot change the customer's reaction
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      e representative. Managing any difficult situation requires clear communication and intention. You improve with practice. And the rewards – both in terms of personal and bottom line profit are great. The key lies in your ability to manage yourself so that you can manage and support the customer.

      1. Take charge of you. Remember to breathe, smile, and connect with your higher motives. You cannot change the customer's reactio
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        practice. And the rewards – both in terms of personal and bottom line profit are great. The key lies in your ability to manage yourself so that you can manage and support the customer.

        1. Take charge of you. Remember to breathe, smile, and connect with your higher motives. You cannot change the customer's reactio
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          ility to manage yourself so that you can manage and support the customer.

          1. Take charge of you. Remember to breathe, smile, and connect with your higher motives. You cannot change the customer's reactio
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            Remember to breathe, smile, and connect with your higher motives. You cannot change the customer's reactions, but you can manage your response to them.

          2. Focus on the bigger picture instead of getting stuck on the issue. What's really important here? Communicate as one human being to another.

          3. Listen. Allow the customer to complete his thoughts and don't interrupt. Understand that the customer's reaction is not about you. Let the verbal attacks go by. Listen for what lies behind the words. Be curious instead of certa

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