6 Tips How-To Cool Down Your Customer
Realize That Emotions Are Never, Ever, Never, Ever Wrong!
Whether it’s your significant other or your significant mother, a storm is a storm and a fire is fire. But the logic - what about the bad logic?! Give me any, I say ANY, emotion/scenario and I will craft you valid logic behind its existence. The frequently unconscious logic chosen by people that constructs an emotion is so complex and deeply rooted going there to fix the problem is like trying to put out a fire by telling the homeowner he shouldn’t have left the stove on because A. Maybe he was tired after sitting up with his dying wife for three days so cut him some slack and B. FIRE!
Validate That Logic!
What this means is to agree with the logical route their amygdale has acted upon. Do so implicitly with a display of your emotion (I’m angry with [not at] you) and through your verbiage. He’s angry at his cable - you’re angry at his cable. He hates the way your menus are organized - that’s just what you were going to say! Use with caution of course - there’s a few things you wouldn’t want to be heard saying/ agreeing with.
Distract, You Ninja Magician!
Better brain waves, more oxygen, less cortisol, more creativity, better ability to size up what’s going on. When you consciously cause your lungs to breathe slowly and deeply, you are telling your body that you’re in safe mode, that nothing can hurt you, and your thinking and actions tend to follow suit. Think opposite of a panic attack. (Note that you can still fake being angry during this)
Sit Like A King!
Stress Balls Exist For A Reason - For Stress!
When you. Just. Can’t. Take. It. Anymore. take that ball and squeeze it with as many muscles as you can. The clenching sends testosterone and releases physical and psychological tension. Be sure to hide your grunts from the caller though.