An angry customer is sure bait for an argument, however, an argument can't proceed without a participant. Sometimes one creates a dynamic impression by speaking and sometimes one creates as significant an impression by remaining silent. If you feel that a customer is making you escalate in your anger, use time-out. You learned that approach in Kindergarten.
Taking a time-out will immediately help to de-escalate anger before it becomes too intense. Quick burst of intense anger leads to verbal and physical abuse for many people. Use the time-out technique to avoid the anger trap. When taking a time-out try repeating one of these affirmations:
I don't need to prove myself in this situation.
I can stay calm.
As long as I keep my cool, I'm in control of myself.
No need to doubt myself, what other people say doesn't matter.
I'm the only person who can make me mad or keep me calm.
I need to take time to relax and slow things down.
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