"I would remain calm and professional, keeping in mind that I represent the company at all times. I would calmly listen to the passenger so they have a chance to be heard and then would do my very best to assist them in a timely fashion. Should I be unable to solve their issues, I would immediately get in touch with my supervisor or a more experienced colleague, should my supervisor be unavailable. In my current job, I had to handle a very disgruntled client who came into our office claiming we sold a faulty product that caused quite a bit of damage to his vehicle. Because of the customer service training I have received, I remained very calm and carefully listened to what he was saying. When he was done, I set forth a plan of action to get him in touch with the manufacturer of the product to see what could be done, and the customer was happy with that approach. I know that my ability to hear him out and remain calm helped diffuse that situation."