There are as many schools of thought on how to treat angry customers as there are angry customers. At least it seems that way when you start seeing what is taught on different soft skills training courses. Here is one such theory for your consideration.

First off, the idea is that a customer is like anyone you have a close relationship with whether it be life partner, relative or employee. The suggestion is that there should be an expectation that a person will be positive, trustworthy, understanding and compassionate.

The practical outcomes when you face an unhappy customer are as follows.

Never argue with them. Don’t focus on being right or your own agenda. It won’t get you anywhere.
Never assume that an unhappy customer’s anger will relate in a clear and logical way to what has upset them.

Listen carefully to what the customer has to say. You do not need to respond, but the more information you have, the more likely you are to be able to resolve matters.

Try to put yourself in the customer’s shoes in order that you can empathise with them.

Clarify what the customer is saying and check that you have understood correctly by repeating back to them.

All that is leaf is to agree a plan of action with the customer and ensure that you stick to your side of the bargain.