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Barbara Kay shares her insights on how to handle customers when they are in a highly agitated emotional state. There are some things to do:

1. Remain calm by putting yourself in a good mental place. Take a long, deep breath.
2. Don't become robotic and deliver a script.
3. Listen with empathy - listen to the frustration of the customer and try to help.
4. Don't be afraid to mirror the client's emotions while maintaining your composure.

"I completely understand your frustration" and then land on it. Don't say anything and let it sink in. Then, pivot with the word 'and' to prove the next point.

You can't cause an inflamed brain to calm down through reason or pressure. You are just going to make it more inflamed.

You can find more about Barbara and what she coaches at BarbaraKayCoaching.com

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