When you face a tough client, staying calm is key. Let them share their concerns fully, and listen carefully. Show you understand by saying something like, “I get why you’re upset.” Then, work on finding a solution that helps them feel satisfied. Stay polite and professional, even if the conversation gets heated. Afterward, follow up to make sure everything’s sorted out. Handling it this way keeps things respectful and shows you care about solving the problem.

- Step 1 : Keep calm and try to be understanding - Step 2 : Try to gather as many elements / info as possible to understand and identify what your clients specifics needs are - Step 3 : If it's part of your role or abilities, assist the client in the best way - else, direct them to the best person to assist

Listen Actively: Allow the client to express their concerns without interrupting. Show that you’re genuinely interested in understanding their perspective.

Discuss at grass root level. Identify issues and ask for solutions and remedies. Deal with utmost care, as in the bargain, major loss shouldn't be there. Adopt ideas which are receivable and shredd the rest. Ultimately aim is to bring things under control for everyones benefit.