Final answer:
When dealing with angry or abusive customers, it is important to choose your words carefully, stay calm, listen to the other side of the story, remain open and respectful, ask open-ended questions, restate what you heard, and focus on problem-solving.
Step-by-step explanation:
When dealing with angry or abusive customers, it is important to choose your words carefully so as not to inflame the situation. Stay as calm as possible and listen to the other side of the story. Avoid suggesting that you're right and the other person is wrong, remain open and respectful. Instead of stating your case, try asking open-ended questions to learn more about the other person's position.
Restate what you heard the person say to let them know you were listening and to avoid misunderstandings. Focus on solving the problem rather than blaming the customer. If you're not able to resolve the conflict, you may choose to speak with your supervisor or HR department.