About once a month during one of my customer service seminars, a young attendee will pose a question concerning the handling of difficult or irate customers. The question is usually phrased something like, “How do I make them stop yelling?” or “How do I make them go away?”
Then the attendees who ask these types of questions will sit there with a look of growing dissatisfaction when I do not answer with the response that they had anticipated. My stomach twists into a knot each time I find myself faced with this predicament.