my boss told me to be more assertive with difficult customers

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A reader writes:

I work in a customer-facing role, and often I am dealing with customers who are Not Happy. Recently I had an incident in which the customer used all the right key words (“sue,” “media,” “lawyer,” etc.) and hung up on me, so I felt the need to loop my manager in that this could escalate into something larger. During this meeting, my manager repeated to me that I’m doing a great job, that I’m doing everything right … and that I need to have more confidence in

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