WikiHow: "How to Handle an Irate Customer on the Phone"
Read this article, which describes 11 techniques you can use to speak calmly and satisfy an angry customer. Make sure you scroll through the advertisements to find the tips and warnings at the end of the article.
Click https://web.archive.org/web/20161225202214/http://www.wikihow.com/Handle-an-Irate-Customer-on-the-Phone link to open resource.