A seasonal company calls me in to do customer support during their busy season when the mail has lost customers packages and they havent been delivered and everybody is crabby. In helping 1000+ customers on a live chat alone none have ever given me a negative review. (which I never let the company forget:) and a major reason they call me in.<p>One tip when dealing with a upset customer, they will often call in angry and instantly start on a tirade of why they are upset. If they do I instantly interrupt them and ask them for account information and assure them we will take care of any issue they have because we are here to help.<p>It does 2 things, you dont want them to rant and build up negative energy so you nip that in the bud and they dont have to relive negative feelings. The assurance that we will take care of them instantly sets tone that no matter what their problem will be solved so you take all the stress away from the start. Telling them you are there to help in a friendly tone makes it very hard for them to express anger since you dont get angry at those helping you.<p>Take away the anger and leave them with happy thoughts. Once the anger is gone the rest is easy.<p>Edit- Also when you interrupt and ask for account information it shows that before you even have to hear the problem you are already working to solve it in a fast and effective manner for them.