I’d first start by greeting the customer calmly and introduce myself then “ask how may I be of assistance?” I’d be slow to speak and quick to listen and ensure the customer that I understand the difficulty she or he is experiencing and offer my skills of conflict resolution to address his or her specific needs. If the customer is still angry I’d ask if he or she would like to speak with a supervisor in order to be assisted further if I am unable to resolve the concern efficiently and effectively. After the end of service, I’d appreciate the customer for their patience and commitment and ask that they complete a customer comment card or online, In order to share what they liked or felt as thought needed improvement and provide a friendly farewell.