How to deal with an angry client?

7 basic steps for coping with a tense situation or dealing with angry client/customer are as follow:

• 1.      Remain calm

• 2.      Don't take it personally

• 3.      Use your best listening skills

• 4.      Actively sympathize

• 5.      Apologize gracefully

• 6.      Find a solution

• 7.      Take a few minutes on your own

• Definitely not mirror him!
• Try to listen to the person with great focus and undivided attention.  
• Do not play the blame game. Take responsibility of the situation and channel the conversation towards a solution.
• Do not smile too much but stay positive and open in approach.
• Sound like you care and that you want to genuinely help.
• Apologize if needed.
• Follow up to ensure that the solution helped, and to iron out any tough creases left such that, he is ready to come back for future business.

Let the angry client talk through their problems and get it all out of their system. As they talk make indications that you are listening such as "uh huh", "really?", etc.. This step is important because the more time a customer spends airing their grievances, the more time they have to calm down

I think using your common sense would help. If someone shouts at you normally you just pay attention and listen. The only thing that an angry guest wants is to be heard and have their problem sorted NOW. I know there are  some very disgusting guests out there sometimes but try to remain calm ( which is obviously not easy especially when no one has ever shouted at you ) 

Apologize and take the responsibility and assure the customer for solving the issue.

Take time from the customer and give him the approx solving time,take help of colleagues,managers,combine the ideas and try to solve the issue on the given time

You have to understand his needs by putting yourself in the same situation. Sometimes you are offering client huge something that is not his/her need but you have got nothing to give what he/ she really wants.

Following the below steps always worked for me:

1- Placing yourself in his position can reveal the problem from his perspective and therefore the solution from yours.

2- Using "take it easy" or "calm down" is a big mistake, instead use "you are right" and "am here to help".

3- Listen to him until the end and remember that he is having a problem with the company's services not a personal problem with you, but even so you are representing the company in his eyes so show responsibility.

4- Show dedication, reassure him that you are on top of solving the issue, take his number and keep him updated even when the update is "still in process", it will make him feel that someone is taking this seriously and trying to sort this out for him.

5- Convert saying "sorry" to hearing "thank you", sometimes there are situations beyond one's control, but with a little dedication there will always be a way to figure out the solution, consult your team mates, speak to your supervisor, escalate the case to the management, clients always appreciate the extra miles you take to serve them.        

The  best way to pacify the client is by listening to them, most of the time clients are angry because they feel no one is there to listen to their concern. Simply acknowledging their concerns goes a long way in pacifying them. We just to need to make them feel that we are  there from them and will go all out to solve any issues they face.

.I will let him speak as much as he could