How would you handle a troublesome representative ?

We want to deal with angry or unhappy clients-customers(or) workers as part of our roles, and it's never easy.
But we know what to say, and more importantly, how to say it.
We want able to handle the situation(passion).
we can even end up with a better relationship with our client customer (or) workers than we had before.
We’ll highlight specific tips and techniques, we can use to smooth things over them.
So, that we can leave them feeling satisfied.

The steps are following to handle the troublesome Representative

We want to adjust mindset.
We need listen carefully what the customer sayings.
We need to report their concerns.
We need to be empathic and apologize.
Now you may give present solution to customers.

We want to adjust mindset

Once you're aware that your client-customer is unhappy then your first priority is to put yourself into a customer service mindset.
This means that you set aside any feelings you might have that the situation isn't your fault, or that your client has made a mistake.

We need listen carefully what the customer sayings

The most important step in the whole of this process is listening actively to what your client or customer is saying - he wants to be heard, and to air his grievances.

We need to report their concerns

Once he's had time to explain why he's upset, repeat his concerns so you're sure that you're addressing the right issue.
If you need to, ask questions to make sure that you've identified the problem correctly.

We need to be empathic and apologize

Once you're sure that you understand your client's concerns, be empathic.
Show her you understand why she's upset.
And, make sure that your body language also communicates this understanding and empathy.

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How would you handle a troublesome representative ?