I'm going to allow them the time to communicate their needs, I'm going to stay patient, I'm going to actively listen to them if they're frustrated for a reason, I'm going to offer them solutions that they may need while staying calm and professional, I'm going to give them the empathy and validation that they need, I will only promise to do everything I can within my power to assist them, and if I need to, I will then get assistance to get them the help that they need so that we can get a resolution, it's important that myself and my team, or a team, can get them the answers that they need to resolve their frustration, we're going to make sure that we are patient and calm, and that we can get them to feel appreciated and validated at the end of that phone call or that face-to-face.