Training to deal with annoying customers

[StarStruck]

I have myown businesses and once in a while I get that jealous and frustrated customer who is trying to create a fuss. I'm always on my toes not to attack and strike out in anger but they feel I'm defensive so they even attack more. I'm wondering if there are books or trainings how to deal with them? I'm not working for a company so I can't ask my colleagues. 

[Nilsi]

Learn some basic Transactional Analysis scripts and stop taking it personal. 

[StarStruck]

42 minutes ago, Nilsi said:

Learn some basic Transactional Analysis scripts and stop taking it personal. 

Haha customer said that to me yesterday 

[Ulax]

The old seek first to understand then to be understood is a good principle in my opinion.

Sort of say what they said to you in a reworded format, and be like 'Am i understand correctly that you... [insert reworded]'

Failing that, crucial conversations is a good one imo.

Edited March 10 by Ulax

[Yimpa]

8 hours ago, StarStruck said:

I'm wondering if there are books or trainings how to deal with them?

Yes, ask yourself how your relationship to your family is. I’m plenty sure there’s things you find annoying about them. Working on your relationship with them will have a wide reaching effects.