Final answer:
When approached by an angry citizen wanting to make a formal complaint about the collection service, listen to their concerns, provide assistance, and guide them through the proper channels for filing a complaint.
Step-by-step explanation:
If an angry citizen approaches you wanting to make a formal complaint about the collection service, it is important to listen to their concerns and provide assistance. Begin by acknowledging their frustration and assure them that you are there to help. Ask them to provide details about the issue and take notes if necessary. Offer to guide them through the proper channels for filing a complaint, such as directing them to the appropriate department or providing contact information for customer service. It is important to remain calm, empathetic, and professional throughout the interaction.