Assume all of your clients are watching.
Pretend that you aren't talking to only the client, but to an audience that is watching the interaction. This is also important when interacting with your clients online, you never know who's watching.
By shifting your perspective, it will allow you to think more clearly responding and can provide an emotional buffer if the customer is being verbally abusive. This can be difficult at times, but remember what a great opportunity it is. When new or potential clients hear about or see how you handle yourself with composure, dignity, willingness to listen to and respond to your clients complaints or questions, it gives them confidence to do business with you!
Stay tuned for more customer service tips from Intercon Messaging!