====== Customer is irate ======

Sometimes customers are angry and upset. Try to de-escalate the situation, do not become confrontational. Find a solution to the problem. Some tips:

  * Remain calm
  * Don't take it personally
  * Listen - let them vent and don't interrupt
  * Empathize - show them you understand

**Talk Track:** //I am sorry you misunderstood the terms of your subscription. I hear what you're saying and want to help you to resolve this matter.//