IT Help Desk Question:

What you need to focus on here is your understanding of basic communication skills. Don't get angry back at the customer, don't resort to name-calling or accusations, and make sure to keep everything professional. Don't stray from the topic at hand - if the customer is angry that the company ripped them off, express your sincere apologies and let them know you are doing everything in your ability to get them the help they need. Walk them through your process, answer all of their questions, and if you can't answer a question, never tell them, "I don't know." Find out. It is your job to find out for them, and any effort you make, even the smallest, that lets them know you're working for them - that you are on their side - is vital.