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Remember: the quicker you solve the problem, the faster unpleasant discussion will end. I know, it’s easy to say “relax” when you’re a bundle of nerves.

But there is one solution that really worked out for me: a very intense walk. Once our brain starts to release endorphins, they start to protect our body from the stress and gives the “feel good” rush. When I was having a break after a very difficult call, I was leaving the building and taking a long walk.

It sounds neutral and means that you don’t apologize for something that happened to the customer (since it’s not your fault), you say that you are sorry for the way the customer feels.

Showing empathy and good manners can turn the worst situation into a story with happy ending.

I quickly noticed that when I was coming back, I was much calmer and more cheerful! Pretend that you’re not going back to the office and think about future plans.

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