I always like to try and rest the situation. As k for a thorough explantation of their problem, This not only allows you to understand what needs to be accomplished, but for the customer to 'blow off some steam'. Sometimes people just wnat to vent a little before getting what they want. That doesn't mean they can curse and throw things, but maybe just tell you how really unhappy they are about it Assuming it something whci CAN be fixed, then tell them you are going to take care of this for them, how you will do it, and when they can expect results. If it requires additional levels of authority, involve them and see that you carry out what you promised. o