Be the voice of reason.
You can generally tell within 10 seconds whether the customer is growing calm or irritated. It's not what you say - it's the sound of your voice. People who have then or high voices, mumble or add useless words (e.g., "ya know", "kinda") garner less respect from customers than those who are more articulate. Conversely, people who lower their voice and enunciate are perceived as more reasonable and intelligent.
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