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That's correct, sometimes customer is not ready to listen or understand the situation which we're trying to explain to him. But, we've to make sure that we're not making a bulge on the customer and not emphasizing our point by raising our voice.
Instead, we've to be polite and assure them that we're always there to assist them and resolve any conflicts with best resources available.
It's always better to take a draft of the situation properly that arose the conflicts and is to be resolved to make an effective business.
If you have an angry customer on the phone - first you have to listen to his/her complaint and show that you understand his/her situation. In case the complaint is for another department trying to transfer the call to that department may cause the client to get more angry - so better promise to look into the matter and say you will have the department concerned to contact the person asap and you have to relay the message to that department. Another way is to inform the concerned department and then you yourself call the client and pass on to the department - this action makes the client feel that his complaint is being dealt with and this will somewhat calm him/her. The client starts trusting you.
In my opinion, if you have reached a position where you are in a locked position then you should politely request the customer that you will raise the matter higher up and will revert at the earliest.
This way you will let the customer cool down from the present situation and you will be able to discuss the matter in a logical manner at a different time.
If you deal with customers on daily basis, be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truely figure out what they want, they'd rather competent service then be rushed out the door!
in your guest can be reached personally,it should be the proper solution,you can also take a senior if required.
