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Listen. Remain calm. Do not be emotional. Focus on the mission/job role. Speak slow and clearly.
listen the customer ,let her finish ,understand her problem,give solution.
Be Humble and polite. Listen to them completely and then give solutions to their problems. Explain your product or services properly and be transparent to them. Main thing what matters is that they should be benefited and satisfied.
With grace.
It's unfortunate that some customers get overly emotional, but as a professional you need to understand that they're angry due to some flaw in the organisation. Hence their feedback, irrespective of their tone is important, and needs to be addressed.
