I handle irate customers with empathy, patience, and a calm presence. I understand that behind every frustration there's usually a deeper feeling of feeling unheard and also, I keep in mind that people respond in kind. My first step is to listen actively without interrupting, allowing the customer to express themselves fully. I validate their experience by acknowledging their concern, keep my voice low and calm which will cause the customers to lower their voices, as well. At that time, I then shift toward a resolution by offering clear, step-by-step support.