Use the HEAT method. H-hear the customer out. Do not interrupt just listen and let them vent thier frustrations out. E- empathize with the customer. "I understand how that can be frustrating." A- appolologize "I am sorry for the experience you had. T- take action, come up with a way to help the situation that will resolt in the customer satisfaction. Make sure it is something you can do. Do not make empty promises.