Question: how would you deal with an angry customer who wants to return merchandise?
Answer: Don't React First. Listen and put yourself in his or her shoes--it makes a difference. ... 
Find the Median Between Needs. Customers are human beings. ... 
Be on Their Team. ... 
Use Their Insight. ... 
Don't Disagree Right Away. ... 
Let Them Lead to a Solution. ... 
Make the Customer Whole. ... 
Tell Them They're Right.