Allowing Venting
Providing customers an opportunity to rant can help them calm down.
While venting might make you feel better, it’s important to know that there are two different personalities of people. The first type is the “Venter” type — these individuals will feel better if they let their anger out and talk about why they’re upset or angry. But then there’s the second personality type: “Obsessors who will get angrier.
If the person vents and becomes more agitated over time, active steps should be taken to calm down the individual. When they are in a neutral mode again you can discuss with them what was happening when they became upset.