As a call center representative at ProService Telecom for the past three years, I have had extensive experience dealing with upset customers. One such example was when a client called in very frustrated about a billing error. I knew it was important to remain calm and patient, even when the customer was quite irate.
My strategy is always to listen actively to the customer's concerns, repeating their issue back to them for confirmation before offering a solution. In this instance, I reassured the customer that the company takes billing errors seriously and I would personally look into it. I intervened with the billing department, found the mistake, and made sure it was rectified within the next billing cycle.
The customer appreciated the swiftness and seriousness with which I addressed their issue and I was pleased to turn a potentially damaging customer experience into a positive outcome.