Staying calm with an upset customer

A customer called me very angry.

He said his order arrived broken.

I let him talk without interrupting.

Then I said, 'I am really sorry this happened.'

My voice stayed calm and low.

I did not defend the company.

I just showed I understood his anger.

Then I said, 'Let me make this right.'

He softened a little after that.

I explained what I could do.

I told him, 'I am going to stay with you until it is sorted.'

He thanked me and felt heard.