Final answer:
If a customer becomes abusive, it is important toC) remain calm and professional, listen to their side of the story, ask open-ended questions, and focus on problem-solving.
Step-by-step explanation:
If a customer becomes abusive, it is important to remain calm and professional. Choose your words carefully to avoid inflaming 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 and remain open and respectful. 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 avoid misunderstandings. Focus on solving the problem instead of blaming the other person. If you're not able to resolve the conflict, you may choose to speak with your supervisor or HR department.