Final answer:
When handling an upset customer, listen actively and acknowledge their frustration. Apologize, offer a solution and compensation, and follow up to ensure satisfaction.
Step-by-step explanation:
When handling a customer who is upset about a known problem with your product or service, it is important to address their concerns with empathy and responsiveness. Firstly, listen actively to the customer's complaint and acknowledge their frustration. Offer a sincere apology and assure them that their issue will be resolved. Provide a clear explanation of the steps that will be taken to fix the problem and give them a timeline for when it will be resolved. Additionally, offer a solution such as a refund, replacement, or credit to compensate for the inconvenience caused. Follow up with the customer to ensure their satisfaction and take steps to prevent similar issues from occurring in the future.