infra :: communications

One of the keys to working with angry customers is making sure that you don’t explode. Once that happens and you lose control, you will rarely recover that customer experience to a positive outcome. To keep the pressure from building, you need to consciously tell yourself to keep breathing. It sounds so simple, but the constriction in your breathing is an unconscious physical reaction, it works against you, and most people are unaware that it’s happening.

When the customers heat up and the pressure builds - take a deep breath and keep breathing.