CSR (Customer Service Representative) Question:

There is a lot of metaphors for this type of personality, "keeps their cool," "staying cool under pressure," etc. but it all represents the same thing the ability that some people have to stay calm and even influence others when things get a little hectic.
The best customer service reps know that they cannot let a heated customer force them to lose their cool, in fact it is their job to try to be the "rock" for a customer who thinks the world is falling down due to their current problem.