Stuff happens. Someone else screws up and you're expected to take the rap. Customers will get hopping mad. Angry exchanges are part and parcel of the customer service. We all know that. But does it have to be that way? A good friend of mine defines anger as ‘a condition in which the tongue works faster than the mind’. The choice you make today will usually affect tomorrow. Choose well.
Most of the time, if you've been speaking to customers awhile, harsh words expected (even missed!). But sometimes, even a seasoned veteran can just completely lose his or her cool - everyone has his or her fair share of bad days. Harsh words break no bones but they do break hearts (and minds). So if everything goes pear shaped, and you're about ready to throw in the towel completely upset, remember this:
For every minute you are angry with someone, you lose 60 seconds of happiness that you can never get back. What’s worse, you can't change the past, but you can ruin the present by worrying over the future!
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