How I learned to manage my anxiety when dealing with customers 😅

When I worked in customer service, I used to freeze when customers approached, even when I knew exactly what I was supposed to do.

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Those moments hit fast, and my mind would go completely blank. Even simple questions felt overwhelming, and I didn't want to feel like that forever.

With time, I learned some techniques that helped me manage my anxiety.

Good news! The same techniques that helped me stay calm can help you, too.

Breathe in and out slowly. A quick breath gives your mind a second to settle.

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Slow breathing has been shown to reduce stress by activating the body’s “rest-and-digest” system. Researchers say even brief breathing exercises can help you feel calmer and think more clearly.

Why this matters

A slow breath gives you a moment to steady yourself.

When your mind settles, it’s easier to listen, think, and respond, even if the customer is talking fast and the moment feels tense.

A calmer you = a smoother interaction for both sides.

My moment of truth

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When I first tried calm breathing, it was hard to stay focused.

When a customer asked me a question, I would first take a deep breath, then respond.

Try this

The next time you feel anxious at work...

Take one slow breath — in through your nose, out through your mouth.

Notice what changes: your shoulders, jaw, or heartbeat.

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When your mind starts racing, pausing helps. Keep your response short, giving yourself a moment to relax.

Go ahead, give it a try! Say one of these phrases out loud. Feel how saying it gives you a quick sense of control.

• “Give me one moment.”

• “Let me check on that.”

• “One sec, I got you.”

It gives you space to think without pressure.

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Why this matters

When customers talk fast or expect an instant answer, your brain can feel like it’s going blank.

A simple line like “Give me one moment” creates a tiny pause so you can catch up, calm down, and think clearly.

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Focusing on one simple object (like a cup) gives your mind something steady to land on.

Pick one thing in front of you for a second. It helps your mind reset.

My moment of truth

My first customer approached the counter, and I dropped my head, hoping she would change her mind.

Immediately, my hands started shaking so badly that I forgot my sign-on pass.

But just at that moment, I looked at my watch and reset my focus. ⏱️

Why this matters

When you're helping customers, your brain can move fast, especially if they're frustrated or in a hurry.

A one-second reset helps you stay calm enough to think clearly, respond professionally, and avoid mistakes.

Try this

Pick one object near you...

• a cup

• your sleeve

• a light switch

Look at it for just one second. Notice how your mind slows down.

Quiz

Jordan is ringing up a customer when another shopper asks him a question. He feels his nerves kick in, and his hands start to shake.

What can Jordan do to reset and stay calm?

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Recognizing and naming your emotions helps you stay calm while dealing with customers.

My moment of truth

A customer asked me a question I didn’t know. Immediately, I froze. My mind went blank. That moment messed up my whole shift.

But something changed when I learned this strategy: quietly naming my emotion helped me stay in control.

• “I'm tense.”

• “I'm overwhelmed.”

Once I actually put a name to what I was feeling, even if I whispered it to myself, everything started to move more smoothly.

It turned out the reaction wasn’t about the customer at all — it was the fear of messing up.

And once I named it, I finally felt back in control.

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Slow the moment down.

Take a quick reset to calm your nerves before helping someone.

When pressure rises, especially with customers waiting, everything can feel fast and foggy. Slowing down helps you respond to customers without feeling rushed or flustered.