I used to receive plenty of feedback that I was calm in a crisis - especially in a customer facing role. I thought this was just my character so didn’t really understand how I was doing this and had difficulty coaching others to do the same. That was until one enlightening moment when dealing with a difficult customer. After the issue was resolved the lady congratulated me on my people skills, and said she could clearly see I was using the LEAPS mnemonic. I hadn’t even heard of this at the time but was fortunate that she elaborated. LEAPS she told me was:

Listen, Empathise, Analyse, Propose Solution.

A simple process, but an effective tactic for helping resolve face to face customer service challenges.