Dealing with upset customers can be difficult and frustrating. But it’s important to have a plan, especially given that it’s much more difficult to attract a new customer than it is to retain an existing one. So what do you do when a customer is heated? First, stay calm. Listen carefully to your customers’ complaints without interrupting. Then acknowledge the problem with empathy and respect. Finally, let them know what you can do by bringing all of their options to the table.