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One of the things you can be most certain of if  your job involves any measure of customer contact (and therefore customer service) is that you’ll eventually have to face a ticked off customer. Some people handle this well, others don’t. Obviously, there is a talent to dealing with the angry. Along comes a post 7 Tips for Resolving Conflicts Quickly and Peacefully which lists some great ideas. I think the most important one is this– if you’re facing someone who is on a rant, the best step is usually to let them go. They’ve got something to burn off, and they’re not going to stop until they do. Eventually, they sputter out, and then you can deal with them normally.