"Angry customers can be a real challenge, and there's no one solution to diffusing the moment, either. My first approach is to speak calmly with them and ensure that I will try my best to alleviate their frustration. I identify with their anger. I acknowledge it. Sometimes this is enough to mollify the customer, but not always. Sometimes, they need to rant, and I'll allow it so long as it doesn't become belligerent. If they become abusive, then I won't engage with them, or I will ask them to leave or call again when they can be in better control of their emotion. But these moments are rare. Generally, a show of empathy at least wins me enough space to work on a solution. If they know I'm trying to help, they calm down."