FOUR CALMING SKILLS

Your choices ...

• Be indifferent

• Let the customer upset you

• Use each contact to learn calming skills

The Four Calming Skills

Skill 1. Keep your cool ...

• Don’t take the situation personally.

• Think: I am a professional who is paid to treat people professionally. I will learn something from each encounter.

• Focus on the issue: How can we solve this problem?

Skill 2. Let the customer blow off steam.

Skill 3. Don’t argue.

Skill 4. Acknowledge the customer’s anger.