I can take the angriest customer and have them thanking me by the end of the call, it's a real skill. But I've absorbed so much shouting and cruelty over the years that I've gone kind of numb to it. It scares me a little, how much hostility I can swallow now without even flinching, and I wonder what all of it has quietly done to me.
More people experience this than they realize.
You can turn any angry customer around, but you've swallowed so much hostility you've gone numb.
If this sounds familiar, the Library can help you find the bigger picture.