Listen carefully and make sure to understand the situation properly. Recognize your responsibility while involving other relevant stakeholders. Be transparent and suggest realistic plan to recover situation. Do not give promises that you will not be able to do.

Listening to customers means taking notes through the anger, letting the customer vent concerns and identify the best time to share how you as the subject matter expert can help. Working with the customer to fully understand all elements of the problem, not just the frustration. Never Under Estimate Timeframes. As much as the customer wants us to say fixed or installed in 2 minutes. It's just not realistic. Matching tones won't calm down an angry customer. You need to pause, check yourself and remain calm. The customer is angry at the situation, the company and the problem, not at you the operator. Do right by the customer and by the end of the conversation they will thank you. Hard truths are difficult to hear.

You can manage both. For me, I do not take anything personal and know the client's frustrations are due to the situation they are dealing with. I listen carefully and speak with an understanding of why they are frustrated. This usually diffuses the situation. I then take the opportunity to change their experience from negative to positive.

Balancing professionalism and empathy is essential when dealing with a high-value client's frustration. I focus on actively listening to the client’s concerns and making them feel heard and understood. This builds rapport and shows that I genuinely care about their issue. At the same time, I politely and clearly communicate any relevant company policies, ensuring that I stay within guidelines while working towards a resolution. My goal is always to deliver the best possible service while aligning with the company’s standards, so I strive to find solutions that both satisfy the client and respect our policies. This approach lets me maintain customer satisfaction without compromising on professional integrity.