"Luckily, most customers are very easy to deal with. I have found that customers really just want to be heard, so I actively listen to the customer's concerns. Typically when I do that, the problem takes care of itself. However, there have been a few customers that would not calm down and were very irate. In that situation, I listened and tried to resolve the problem, but when I knew I was not going to solve the problem for the customer, I contacted my supervisor. If my supervisor is not available, I take the customer's name and have the supervisor call them when they are available."
