Managing unhappy and angry clients/customers is part and parcel of all businesses. In fact, it is a common aspect of life in general. Whether one is in retail, hospitality, health care, or any other industry, everyone in the workforce has encountered one or two angry customers at some point in their career. Although dealing with an upset client might be challenging, it can be managed and resolved amicably and effectively, in a way that yields positive results for all. Dealing with the customer in a calm, rational and proactive manner can help us do our job and retain that customer. In this module, we will learn the steps we can take to interact positively with dissatisfied customers and bring about the desired results.