If I were dealing with this situation, I would likely start out by adjusting my mindset so that I'm able to focus on my client as well as their plight without frustration or confusion. Secondly, I would use active listening, resisting the temptation to try to solve the issue right away or jumping to conclusions about what happened. I would let the client explain the issue to me with undivided attention. Once They've had time to explain why they're upset, I would ask any necessary questions and repeat their concerns, ensuring that I correctly comprehend the issue being addressed. Once I'm sure that I understand the client's concerns, I'd show them that I understand the problem at hand by expressing empathy. Finally, it would be time to present them with a solution. With collaboration paired with clear communication, I would follow along the lines of this process so that I can find a way to satiate the client's needs with minimum frustration or dispute, if any.
