Byron Katie's work, see what you actually think, and why you feel attacked. Rosenbergs Nonviolent Communications workshop is good, there's a 3 hr youtube, help

Byron Katie's work, see what you actually think, and why you feel attacked. Rosenbergs Nonviolent Communications workshop is good, there's a 3 hr youtube, helps a lot. If a customer is hostile, just sit with them for a minute or two, listen to them ranting, agree with everything they say. They're just venting their emotions, all their points are valid from an emotional point of view. If they don't turn normal after 3 minutes hand them over to the next operator, have a chain of operators, sometimes someone else just has the better handle.