Speaking calmly even with a difficult customer shows which skill?

Correct answer: Patience

Direct answer: B, patience. Patience means staying calm and respectful when a situation is difficult, slow, or irritating. In customer service, a customer may be angry, confused, or dissatisfied. A patient worker listens carefully, controls impulsive words, understands the problem, and then gives a suitable response. This does not mean accepting unfair behaviour; it means responding without unnecessary anger and trying to solve the matter professionally. A is incorrect because arguing usually increases conflict instead of solving the customer’s concern. B is correct because calm speech during difficulty directly shows self-control and patience. C is incorrect because carelessness means not paying proper attention, whereas calm handling can involve careful attention. D is incorrect because dominance means trying to control others, not politely managing a conversation. Memory cue: calm under pressure is a sign of patience, not weakness.