When dealing with difficult customers at work, you are trained to stay professional. There are many paths you can take when you encounter a customer who is now making you the reason for every issues to possibly occur. It is difficult to keep your cool and stick to your training when someone is berating you for things that are out of your control. You can do all the breathing exercises in the world, but sometimes a person *coughKARENcough* can just push you to your limits. We are only human, after all—some customers seem to forget that. 

Sometimes you lose it on that kind of entitled customer, but sometimes you just through caution to the wind and go with your gut. In the case of this call center employee, he decided the best thing to do was to start getting very colorful with his language. But not in the way you would think! He wasn’t using that kind of language as a weapon to insult his difficult customer, he was using it to actually comfort him. We know, we know, that sounds crazy. How does swearing at a customer make the customer feel more comfortable? Everything will be explained below.