Active listening is key. Make sure you do not interrupt the customer at all. Give them space to express their frustration and release tension. Use your imagination to put yourself in the customer's shoes. Confirm your understanding, empathize, acknowledge their feelings, and let them know you are there to help. Since it’s a call, ensure you’re using the right tone that conveys care, value, and respect. Escalate and resolve the issue as soon as you can. Ask for feedback, once resolved.

The most important step is to start by actively listening to their concerns without interrupting. Acknowledge their feelings by saying, “I understand why you're upset,” which shows empathy. Paraphrase their issue to confirm your understanding and demonstrate that you’re engaged. Maintain a calm and reassuring tone, and avoid defensive language. Ask clarifying questions to gather more information, which signals that you’re invested in resolving their problem. Once you understand the issue, provide clear solutions or next steps, and set realistic expectations for resolution. Finally, thank them for their patience and assure them that their feedback is valuable, reinforcing their importance to your business.

To make a frustrated client feel heard and valued, actively listen without interruption, acknowledge their concerns, and express empathy. Use phrases like, "I understand how frustrating this must be for you." Then, calmly offer a solution or next steps, reassuring them that you're there to help resolve the issue quickly.

Stand for the customer, ensure and show you are there to help. To reduce tension start acknowledging their status and ask them details about the reason of their frustration, listen carefully without interrupting. Empathize and apologize sincerely, demonstrate you care. Then make a summary of their context description and offer a solution with detailed steps he has to take (or solve directly if authorized). Keep your promises, be fair, respectful, and be consistent in actions and decisions. Thank the client for the contribution to create a better service. Always follow up and help until customer is happy and satisfied. Re-create and maintain a good relationship with the client, inspire faith and offer the best positive experience.

The key is to truly listen to them. It is very important to put yourself in the customer's shoes. Allow them to vent without interruption and demonstrate empathy by saying something like, "I understand how frustrating this must be for you." Maintain a calm and professional demeanor to help alleviate the tension. Summarize their concerns to ensure you're both aligned, and remember to take ownership of the issue. Apologize if necessary and present a clear plan to resolve the matter. Even if you can’t fix it immediately, reassure them that you’re addressing it. Finally, follow up to show you're committed to getting it resolved. This can transform a challenging situation into a positive experience and foster trust. NOTE: Keep your promises!