It happens. We make mistakes, something isn't understood, a "lemon" slips through... there are as many reasons customers become upset as there are upset customers. There is a very effective way of handling the situation. It's a four stage process : listening, agreeing, questioning, and negotiating.
Shut up and listen. Let him vent as long as he wants. Do not interrupt. Even if he is wrong, hear him out. Allow him to finish even if takes some time. It sometimes takes a lot of effort to not interrupt, but it's important that you don't. Your job is not to argue, not to be right, but to save a business relationship. While it might be good for your ego, it is never good business to be right, win an argument, and lose a customer.
The second stage is showing that you empathize, care, and understand why he's angry. When he's done venting, agree with him. Even if he's wrong, you can still agree by saying something like, "I can certainly understand how you must feel, and why you're upset". If the problem is your fault, then agree and apologize.
The third stage is simply the question, "What would you like me to do to make this right?" Often, you'll find that it's already been done. Sometimes all an upset customer really needs, is just for someone to listen, and understand. Sometimes that's all we can do. Don't be surprised if you're the one getting thanked, and if the customer got a bit carried away, apologized to.
The final stage is negotiating a fair solution to fix the problem. If the first three stages have been done properly, that can now be a calm, rational, process.
Mike Fiorillo
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