You are working as a customer service personnel in a bank. You know that customers get rude or angry for various reasonssome justified, some not. You are likely to encounter rude or angry individuals at one time or another. How you respond can make the difference between a customer who feels satisfied with the resolution and one who vows never to patronise your business again.

Describe effective communication skills you would use when confronted by a bank customer to help calm the customer and resolve the situation?