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To have patience and let the customer speak his issues or problems and then to apologies for the inconvenience. Treat every complaints call as an opportunity to improve your performance score. ;-)
The best way is by telling yourself that nothing is impossible for me and also that this is the time where i should give my best performance so that i would be noticed. This will create a confidence and will to solve any problem.
Remember its never personal - and every problem is a challenge to succeed
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