Since I primarily do have experience with front-facing roles, I'm dealing with the public all the time, all walks of life, some happy, some angry. You typically have to deal with them with all the kindness you have, because if you try to match their energy, as some people might call it, it's not going to end up well. So if you approach the situation with empathy, let them vent. You have to let them vent, otherwise if you start trying to suggest things to help them out, they're going to assume that you're not listening. So you have to let them say what they have to say, tell them that you understand, and then provide solutions after that. Typically that's how I go about it, and nine times out of ten, that's usually how any issue gets resolved. Just handle it with kindness and move forward from there.