Question: how would you handle an irate customer who calls with a complaint?
Answer: Step 1: Listen. You can usually determine whether or not the caller is angry within the first few seconds of a call. ... 
Step 2: Remain Calm. It is important to stay calm during a call to prevent the situation from escalating. ... 
Step 3: Repeat Information. ... 
Step 4: Avoid the Hold Button. ... 
Step 5: Make the Caller Happy.