I will work customer support at a company sometimes just for fun. I work in  completely unrelated field but I love the psychology of customer support, to me its a video game with very well created bots.<p>Over 1000+ online chats I have never been given a negative review and any customer can leave one through the live chat feedback. I have never had anyone complain about my service on phone either.<p>A couple things I find key, do not let anyone&#x27;s words bother you, ever! You are immune to damage from words.<p>To me its like, do I get mad at a video game because the level is hard ? or do I enjoy it because its a challenge. That is probably the hardest part for most people. To me they are &quot;crabby bots&quot; that you want to defuse and brighten their day.<p>I never let someone&#x27;s mood effect me, I consider that giving someone control over my emotions. They are forcing you to act a certain way by their actions and that to me is losing control, Which I find to be a weakness for many reasons. Once you are immune to them having any effect on your emotions you cannot be dragged down or taken off point, so you operate from a position of power.<p>Then, Empathy, Empathy, Empathy, and personalize your response almost as if you are friends. They are mad because their package is late ? &quot;I am so sorry for that, I cannot stand when my packages are late.&quot;<p>They hate that their package is late ? well you realllly hate it when packages are late. They could not reach tech support, called and couldn&#x27;t reach anyone so they are mad ? &quot;I really have to apologize for that, it is unacceptable, I completely understand why you feel that way&quot;.<p>You adopt their sentiment that they are expressing and relate to it. It lets them know you are in their corner. They bash your companies customer service ? you reply with &quot;I cannot stand poor customer service, so I will make sure we get this right because I know how frustrating it can be.<p>It&#x27;s a game! You take no damage and get to play with someone&#x27;s mind!! how fun is that!<p>Another subtle thing, Is don&#x27;t just use copy paste responses that make you sound like a bot. I actually leave some typos and grammar errors in when I do customer support, and use smiles and lol sometimes (makes you human). Remember its your friend who you are talking to and they are trying to give you money, Help them do it.