Well, at first, when you have an upset customer, you need to listen to what their issue is, what their problem is. A lot of times, they're more upset than what the actual problem is, but you need to let them get it out, let them vent. Then you start by trying to understand, seeing how you can fix the problem. If you can't fix the problem, then you have to have a compromise, and you go from there. There's a saying, the customer is always right, even when they're not right, but you act like they're right, do your best, and just diffuse the situation. Do your best to make it sound like everything's going to be in their favor, even when it's not.