Begin by maintaining composure and refraining from emotional or defensive reactions. Pay attention to the customer's worries without interjecting, and affirm their frustration by acknowledging their feelings. Talk politely and clearly, keeping the topic front and center rather than the feelings that surround it. Show empathy and provide answers instead of justifications. To prevent misconceptions, speak clearly and succinctly. Summarize the most important ideas to guarantee that everyone understands. Establish limits with grace yet firmness as needed. Continue to focus on finding practical solutions to the problem. Defuse the situation and show a professional who cares about client's needs by remaining calm, patient, and solution-focused.

Stay calm and listen actively to the customer's concerns without interrupting. Acknowledge their frustration, apologize sincerely if necessary, and offer clear, constructive solutions. Maintain a polite, empathetic tone and ensure your responses address their specific issues professionally.

I've observed this approach work effectively when used by one of my former company's CEO to handle challenging clients. - Acknowledge and take responsibility for the mistake, if it’s genuinely your fault. - Listen attentively and patiently, allowing the customer to express their concerns fully. Maintain non-verbal engagement by nodding to show understanding. - Offer refreshments while reassuring them that the team is actively addressing the issue and will resolve it as quickly as possible. - Once the customer has calmed down, agree to fulfill the services within scope and politely decline requests outside the contractual agreement.

It is important to remember that your role is to understand and resolve the issue. It is also important to remember that while taking care of the client is the objective, that does not always mean allowing the client to dictate the solution. That said, lowering the temperature is the first step. Connect and be empathetic. Listen. Once the issue(s) are identified, craft a solution…that may not happen in the moment (the right solution is better than a rash solution). Have the client participate in the solution. Follow up to see how things are going.

Use active listening skills,use positive and respectful language. It's important to stay calm and composed. Show empathy and gratitude. Be compassionate and pay enough attention. Value is found when you ask clarifying questions.