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A humiliating situation to say the least because professionally I’m not supposed to engage in conflict with customers. So I kept focusing on finding a way to appease or get rid of this man as quickly and politely as possible. Which paid off, because he caught a glimpse of how low this crap was on my list of priorities and I had done nothing rude or impolite. It helped to think of him as a lesser man. Not capable of expressing his needs or managing his emotions.

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This allowed me to sympathize with the man. My boss got to hear that I remained calm and collected, and that will reflect well on me when I apply for the position of team manager. Could you imagine what it would’ve looked like if I had allowed myself to be offended by his demeaning and done or said something unprofessionally?

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