"I think it's the same when communicating with anyone. Everyone wants to feel heard, everyone wants to be treated with respect, and everyone seeks validation. So whenever I'm communicating with an angry customer, or otherwise, I actively listen, mirror back to them what I feel they're communicating, and validate what they're communicating based on their reality. This requires empathy in tone and carefully chosen words. I'll present the situation back to them with the external components that may have been outside of their perspective. I'll share my knowledge and the avenues I can explore to help them and do my best to keep the communication as amenably and transparent as possible. Show them that you're putting thought into it and exploring all options before reaching an outcome."