How can I calm myself during a confrontation?

I run a small business. I pride myself on customer service and love to make my customers happy. When I do have an unhappy customer that confronts me, I can't breathe, I shake, and my heart beats frantically. My ability to discuss and argue our position is inhibited as I am almost paralyzed to speak. I take the attack too personally. I want to learn to calm myself. I try deep breaths, but the incident only lasts a few minutes and there isn't enough time to relax.

LET THE PERSON RANT IT WILL TAKE A WHILE IF THEY ARE REALLY MAD . DURING THIS TIME TAKE THE TIME TO COMPOSE YOURSELF BE CONFIDENT IN ALL PROCEDURES AND POLICIES OF YOU BUSINESS MEMORIZE IT ITS BETTER WHEN YOU HAVE TO PROVE YOUR POINT WHEN YOU KNOW IT WORD FOR WORD
AND CAN PRODUCE IT . AND REMEMBER U CANT MAKE EVERONE HAPPY

I have the same problem :(

I try to take deep breaths and take my time with what I'm trying to say. If I think it through in my head first and then think about the response or consequence would be.

I guess the best way would be to try and calm them down first, if they're angry then that's likely to get you more wound up and angry yourself. If you have other staff you could try and call them over to deal with it if it gets too much, then go and punch a pillow out of sight, lol.

Hope this helps :)

You could try talking to some one about your problem and or find some job that you help people but you don't have to confront them so much and your job might be easier.

J J

pull your buck out and gut the **********,oh what a relief it is,,,,, just kidding