When a customer's voice sharpens, my mind goes blank or I start defending myself, and either way it just makes them angrier. I watched a simple complaint turn into a shouting match today because I couldn't find the calm words. I hung up shaking, sure I'd handled it exactly wrong.
More people experience this than they realize.
When a customer gets angry you freeze or get defensive, and it spirals out of control.
If this sounds familiar, the Library can help you find the bigger picture.