1. Keep emotions
Being professional and polite to clients is always required, even if the allegations made by the client are unfair. Submission of your emotions may end in a bad opinion for the whole company.
Giving the client a chance to fully present their situation is a sign of respect for him. This may reduce the prevailing voltage.
When a mistake has been made, an apology should always be the first step in a conversation with the client. This will show respect for the client, but also show that his complaint is taken seriously
In the case even when the opinion is unfair, it is also good to apologize. This will reduce the prevailing emotions and will also have a positive impact on the company’s opinion.
4. Ask a few questions
Questions explaining the case should be formed so that the client does not receive them as a form of attack.