Step-by-step explanation:
All professionals working in customer support industries are subject to unpleasant communication situations in their work routine. As an example of unpleasant electronic communication, we can mention an electronic service to a customer who complains about certain conditions and consequently is angry, and responds with shouting and offensive words. This is an extremely negative situation that no professional wants to experience, but acting proactively is important so that the emotional does not overcome the rational side in the service provided. Ideally in such a situation is mainly to remain calm and secure, not responding to offenses and try to solve the customer's problem as best as possible, an assertive approach is ideal in such cases.