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.