To defuse tension with an angry customer due to a team error, start by listening actively to their concerns without interrupting, showing that you genuinely care about their experience. Acknowledge the mistake, take full responsibility on behalf of the team, and apologize sincerely. Empathize with the customer's frustration, letting them know you understand the impact the error has caused. Offer a clear solution or immediate steps to resolve the issue and provide updates along the way. Finally, follow up to ensure the problem is fully resolved and the customer feels valued, turning a negative situation into an opportunity to rebuild trust.

Frist of all understand the human beings, so need to stay calm and use active listening strategie plus with your body language as well to understand the customer situation and root of causes, customer complaint. Gather the information related to that issue, ask I'd require, apologise to the customer even that issue not related , show emphasize.

When faced with an angry customer due to a team error, it's crucial to approach the situation with empathy and understanding. Begin by actively listening to their concerns, ensuring they feel heard and validated. Avoid interrupting or becoming defensive, as this can escalate the situation. Once you've fully understood their perspective, apologize sincerely for the inconvenience caused. This should be done without making excuses or shifting blame. Finally, offer specific solutions to resolve the issue promptly, and communicate a clear timeline for the resolution.

When dealing with an angry customer due to a team error, the key to defusing the tension lies in active listening and empathetic communication. Start by allowing the customer to express their frustration fully without interruption. Acknowledge their concerns sincerely, showing empathy for the inconvenience caused. Apologize on behalf of the team, taking responsibility for the error. Once they've been heard, offer a clear explanation of what went wrong (without making excuses) and outline the steps you will take to resolve the issue. Finally, provide reassurance by committing to a swift resolution and follow-up, ensuring the customer feels valued and confident that the problem will not recur.

Take the lead to solve the issue, implement escalation process if require, give the SLA time as per your company policy. Follow up and keep in touch with your customer and let them provide there feedback.