Here's how you can employ creativity to navigate high-stress situations in customer service.

The key is responding with empathy, composure and a problem-solving mindset, even in the face of difficult customer behavior. This can turn a tense situation into a positive outcome.

We have two ears to hear and one mouth to speak. In the same way, we must first listen twice as attentively than our need to be heard. Listen first, and you will find that you have the chance to have many learning conversations.

Have genuine curiosity towards the problem and its solution. Try not to make assumptions or bias about the person or the situation. Hear their side as if you are a mediator looking to come up with the best possible solution to this problem (in the eyes of the customer.) This might mean putting yourself in their situation and understanding where they are coming from, or it could be asking questions that may reveal everything that’s going on in the customers mind. It can also look like reiterating or summarizing your understanding of the problem in your own words back to them to show you indeed are listening.

Empathizing is understanding the validity of someone’s feelings. When you are able to “get on their side” and make them feel like you understand. and would be equally upset if the roles were reversed. Then you both will have a better connection to be able to solve the problem together. This helps put the customer in a state of ease and more willing to compromise.

I recommend three C’s Connect - while listening you are analysing the situation, looking for more information how you would be able to make the situation solve Communicat - the most important is to keep it short and relevant to the situation and coming up with solution..in this stage you will be able to take the stressful situation if you rate you can bring the pressure of the situation from 10 to 2 Care - empathize, be yourself, respect and be helpful and honest, eye contact a genuine smile makes the whole situation more calm.

I first take a deep breath. Then I think about the environment and how my response is going to affect those around me. Then I put myself in the shoes of the opposer/complainer/opposition and see how I would feel in the situation. This is called Self Awareness and Analyzation. I then start to ask questions to get a clear picture of the situation to show that I'm engaged and listening. I'm then able to figure out the best course of action based off the response given to the questions. There is always more than one way to solve a problem. Reviewing what previously worked with what's in front of you, will always generate new ideas. Speaking to different people for their perspective and experience helps as well.