Handle a genuinely angry customer: the de-escalation reply, the make-it-right decision, and the follow-up that sometimes turns them into your loudest fan.
Help me handle an angry customer. What happened: {{situation}} (their complaint, what's true, history/value of the customer, what they're demanding).
Build: the first reply — acknowledge the specific frustration in their terms (not 'we apologise for any inconvenience'), own what's ours without legal-speak, state what happens next with a time, no excuses-dressed-as-explanations; the make-it-right call — score their ask against fault, customer value, and precedent (what I give them, everyone in earshot may expect) with a recommendation; the internal fix so it can't recur (or the honest note that it can); and the follow-up 3-5 days later checking it actually got resolved — the step nobody does and the one that flips detractors. If the customer is abusive rather than angry, say so and switch scripts: boundaries, not recovery.
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