Question: how do you handle an angry customer face to face?
Answer: Stay Calm. Keeping a cool head is important for three reasons: ...  Apologize. This may sound obvious, but a simple apology can go a long way. ...  Empathize. Try to put yourself in the customer's shoes. ...  Check Your Body Language. ...  Tell the Truth. ...  Know Your Stuff. ...  Be Assertive. ...  Three Magic Words.