In my current role, I am a dispatch senior supervisor, but I do handle a lot of customer interactions, whether that be negative or positive. Anytime I go into a interaction where the customer is upset or irate, I always ask what's going on first. I listen, of course, and then from what they tell me, I try and find a resolution. I try and figure out, well, if they're unhappy with this, can I provide them with a different activity or area that would be well-suited? I just give them different options, and I always try to make them feel heard and understood. I feel like that's the most important part.