I allow them the space they need to get it all out. Sometimes customers are rightfully upset. I know they are inconvenienced simply by having to deal with calling. As soon as they are out of steam, I show them A LOT of empathy. Honestly, sometimes I would be just as upset as they are, and it ALWAYS catches them off guard when I agree with them. I still hold the balance of not breaking policy. I always stay within the guidelines, but think outside the box to get the job done.