During times of crisis, customer support teams must navigate heightened emotional demands while maintaining empathetic communication with customers. To cope, teams can create pre-written "emotional snippets" that provide a foundation for responses when emotions run high, helping to maintain tone and authenticity. By focusing on what they can offer rather than what they can't, teams can shift the conversation from limitations to solutions, and by sharing positive feedback and celebrating wins, they can boost morale and confidence during challenging periods. Effective communication among team members is also crucial, utilizing distributed snippets and dedicated channels for crisis response to ensure consistency and minimize mixed messages. Ultimately, taking care of oneself and seeking support from colleagues is essential when managing the emotional toll of supporting customers through crises.