Complete Guide To Dealing WIth Difficult, Angry, Aggressive And  Abusive Customers

Yes. it helps to have concrete examples.

Below is a table from If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber.

On one side is shows undesirable, but common language use that comes across as confrontational, and in the other column it shows cooperative alternatives.