Imagine Yourself in Their Shoes

In an emotionally charged situation, try to imagine watching yourself from a distance. Ask yourself, "what you would think of someone else's behavior is you saw them in the same situation?"

By changing the focus to a third-person view, you can stop some of the immediate reactions ...

When you catch yourself thinking "that's crazy," try to figure out why someone would believe that idea.

People are mostly logical, their starting point is just different. When you try to see if you can find the premises for someone's beliefs and ideas, their conclusions wi...

This is a different way to say "try to empathize with the customer." As a CSM, you should be able to understand where the customer is coming from, or at least try to, especially when they are upset. 

Through empathizing, you can actually get to the root issue instead of the shallow level of...