So, when faced with complicated issues with a disgruntled customer, I often approach the situation by just demonstrating that I am all ears for their concerns or for their frustrations. When a client or a customer or even a patient realizes that you are willing to just hear them out and understand what it is that they are stressed or concerned about, it really helps them with being able to get back to a medium point where we can discuss things rationally and get to a point where we can find a solution that will benefit every party.