I need to be calm, even when the customers are angry.

When someone is angry and comes to us, the prompt answer is defense. But we also know that arguing with someone mad about something is usually useless because they won't listen to reason. When relaxed, our minds are already nearly impossible to change. Imagine when angry. We can say that arguing with someone angry will make them even angrier since they won’t feel understood. • Handle the person first, then the issue. The questioning technique is helpful since you will ask them to tell you the problem with details, with no judgments. You can use follow-up questions to keep in touch with the details. And now we got two points. First, they will be actively listened to and realize that they are valued and taken seriously, so you will help subside their anger. Second, talking and explaining will allow them to find a better state of mind. While you describe the problem and the solution, they'll calm down.

Source: Userlike, Inside the Mind of an Angry Customer https://www.userlike.com/en/blog/how-to-deal-with-angry-customers

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