1
Recognise it early
Words such as terrible, refund or unacceptable, repeated messages and capital letters signal frustration. Set hand-over words for your agents so a person is brought in at once.
2
Acknowledge first
One sincere sentence that you understand and are sorry for the trouble helps more than a long explanation.
3
Hand over quickly
Offer a person immediately. If nobody is online, open a ticket or take a message and say when they will hear back.
4
Never argue or promise too much
Do not dispute the facts in chat, and do not promise refunds or dates that only you can decide. Say a person will confirm.
5
Follow up
Reply within the time you promised, and use the case to fix the cause.