In this exercise, please respond to the following questions:
Miranda: That last call upset me so much! I am still shaking. I just don't think I can take any more. This job is too hard on me.
Michael: Wow, I am sorry you had such a bad call. Are all your calls like that?
Miranda: No. But when I do get a call like that one, I just want to quit! The customer insulted me and called me "incompetent."
Michael: Well, I'm sorry about that, but you need to remember that the customer was just venting, and not personally attacking you.
Miranda: It sure sounded like he was attacking me.
Michael: Take a deep breath, shake it off, and remember all the nice things most of your customers say to you.
Miranda: You are right, Michael. Thanks. This job really isn't so bad. I just need to stay focused and have happy thoughts.