What are the action plans do you take when the customer is angry?

customer is a human being they need to understand that you understand their frustration.  Put yourself in their shoes and think of them as a family member or close friend.

Allow their rage to burn itself out. Visualize them cooling down and always acknowledge their feelings.

You can help create calm by your tone and demeanor.  A peaceful tone of voice helps diffuse tension and builds harmony which creates an environment where problems can be solved with workable solutions.

Understanding where the breakdown in communication was will help effectively fix the problem more quickly and at hand.  Listen carefully to the customer’s issues, document them, and do your best to fix the problem as quickly as possible.  Ask them how they want it resolved, instead of offering your idea of what you could do to fix the issue

As managers, we should always keep a check whether our staffs do an effective job in caring for customers  How can we help resolve this to ensure the customers are well taken care of, we should review our process and tweak as necessary to ensure the process works well.  This will help alleviate any future negative customer publicity and will hopefully help you to establish our organization as one that takes great care of its customers.