Dealing with an irate customer - a management training course

How can you deal with an irate customer?  Anger is difficult to deal with because it can spin out of control into rage.  But calmly talking about it lowers the temperature:

• You: “Something’s obviously making you very angry.”
• Them: “Too damned right!”
   

This may sound like a difficult conversation, but actually the wind’s been taken very quickly out of their sails.
 

You can learn how to bring the temperature down when dealing with an irate customers by the application of emotional intelligence on our highly acclaimed London UK management training course, “Skills with People”.
 

But how can you be sure this training in dealing with an irate customer is for you?