There is a great deal of dissatisfaction, and even hostility, on the part of clerks, cashiers, receptionists and others who serve on the frontlines of business, caused by the way they are treated by certain customers.

One of the goals of this article is give people the information they need to build better business relationships and be more successful in their careers through their professional behavior.  That leads to the question of how to maintain your professionalism while dealing with difficult people.

You cannot control someone else's behavior, but you can control your own and you can influence that of others.  In the face of difficulty this means not letting your emotions affect what you say and do.  Just because the customer is rude is no excuse to return the favor. 

Remaining calm under fire is not difficult if you prepare for it and if you realize that your customer service reputation is on the line.  So how can you keep your cool?

Hear the customer out.  If you pay attention to what you are hearing, you may discover what the real problem is and be able to fix it.  Most of the time, we are thinking so hard about what we are going to say next that we never hear what the other person is saying. 

Listening has another benefit.  If you let people talk without interruption, they will hear themselves and realize how they sound. Most will apologize and become cooperative.

Empathize with the other person.  When you say that you understand why the customer is upset, you are no longer adversaries.  You have basically joined forces with the customer in the situation when you see his point of view.

Apologize for whatever has angered your customer. This is a hard step. It is especially difficult if you didn't create the problem, but a sincere "I'm sorry" can turn a situation around 180 degrees.

Accept responsibility for what happened and tell the customer what you are going to do to help.  A good faith offer to make things right will go a long way in winning over that upset person.

Jumping into the fray with angry people only makes things worse.  You both lose.  When you take the high road and remain calm, you win. So does the customer.

© 2010, Lydia Ramsey.  Lydia Ramsey is a business etiquette expert, professional speaker, corporate trainer and author featured in the Wall Street Journal and many other off-line and on-line publications.  Lydia shares her business etiquette tips in her monthly e-zine, her blog and on Twitter.  To register for these free services visit http://www.mannersthatsell.com today!