Minimizing stress begins with rational thoughts about what is within your sphere of control. Since you can not control the customer’s behavior, then the focus must be emphasized on things which are within your sphere of control – namely your response to events.

The single, most significant and proactive stress-minimizing tactic is the Split Second Response, which begins with the pause. In the absence of this, service professionals often say or do something they might regret later. The pause enables you to size up a situation and consider what service options might work best.

Along with the pause, you should take a deep breath and think rationally about what to do or say next. Both the pause and a deep breath will enhance rational thinking. While this sounds basic, rational thinking is a vital element in a constructive response.

There is no place for anger when serving customers. Anger might seem appropriate as a way to even the score against a difficult customer. Yet, once you are able to compose yourself, you’ll realize that you were in the wrong.

But, by then, it is too late. You can not take back angry words that were hurled like darts at your customer.  When a service professional gets angry, he or she will make the best speech that they’ll ever regret.

The fight or flight response manifests itself in interesting and peculiar behaviors.

While it is not responsible to fight with or flee from customers, the inability to cope with unpleasant circumstances might lead to psychological attempts to do so.

Psychological flight manifests itself as apathy or discourteous behavior. This type of conduct creates distance between you and your customer and is contrary to the practice of building closer relationships through empathy and genuine concern.

Psychological fight might be exhibited as aggressive or retaliatory behavior, which is unacceptable in an industry where it is essential to use restraint rather than retaliation. Psychological fight occurs when service professionals blurt snippy remarks, a loud sigh and a negative tone of voice.

Service professionals will be rewarded for learning how to suspend their anger. How? Perhaps the biggest benefit is the additional creativity. Did you ever notice that your best ideas come when you are the most relaxed?