1. Be assertive - not aggressive or passive. My definition of the statement is simple: "Say what you think, what you say, and do not mean when you say it." Let this rule of thumb of his conversations with all clients and always be safe, cool and in control and will always be professional.
2. Speak more slowly. You will be surprised how much clearer you can think of and how much control and trust that the experience when you consciously slow the rate of speech. Speak slowly and methodically emotional triggers that are in place and you keep balance in difficult conversations.

3. Wait 1-2 seconds before responding. Immediate response to customers could prove difficult or tactic that you say something you later regret. Before you answer, take a deep breath, wait at least 2 seconds, and think the best answer and the best way.

4. Take a timeout. When the sense that the buttons are pushed, take a break. You can tell the customer what they need to put it on hold while reviewing a file, or whatever excuse sounds good at the moment. The goal is to get away from clients for a few seconds so you can re-group.

5. Use positive self-talk. I'm going to sound like Dr. Phil here, but I'm very seriously. Instead of telling yourself "I do not pay me enough to endure this ____." Saying something more positive like "This guy really needs my help." Thinking positively helps respond more positively and professionally. Negative thoughts lead to negative words, and spirals in a very negative situation.

6. Show your power before use. Often, a subtle suggestion of his "power" is much more effective than the full use of his power. As a professional customer service may have the power to end a phone call. You could say his client: "If you stop shouting, I'll end this call." But, believe it or not, they are much more "powerful" if you say: "I want to help, but when you yell and cut me off, making it difficult for me to work with you." This last statement demonstrates his power and his message certainly gets through. The above statement uses all your ammo and usually diffuse an irate customer.

These simple tips that position to remain calm when clients are hot!