When a customer is being negative how can you ensure that you are ACTING not REACTING?

To ensure you are ACTING and not REACTING when a customer is being negative, take a moment to pause and listen actively to their concerns without interrupting. Acknowledge their feelings and validate their experience, which can help diffuse their negativity. Then, respond thoughtfully with a solution or a positive suggestion, focusing on how you can assist them moving forward. This approach demonstrates professionalism and can help turn the situation around.