Great stuff. For a lot of people it’s hard to grasp the idea that control of one’s emotions don’t sit with other people, but that it’s possible to control one’s own reactions, and make conscious decisions about them.

I like the expression: “Don’t allow people to live rent free in your head”, as an alternate way to put it.

One of the first principles I teach in my books and seminars on dealing with angry customers is to “not take the bait”, because doing so means you end up fighting according to the rules of the toxic customer.

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Author, Trainer, customer service, management, performance appraisal,leadership,difficult customers

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