Why is your client so angry when it truly was not your fault? And how do you handle such a situation? Do you figure there is no pleasing some people, or do you attempt to unravel where the point of no return took place?
Something went terribly astray. Your first step toward redemption is to apologize, whether your fault or not, just apologize. It is a tough lesson to learn but this action works well. The second step is to quietly listen to the client rant and rave, even foam at the mouth, until they are exhausted in every sense. It takes a strong stomach to sit through this at times but it helps to know the positive outcome is around the corner. Once your client has finished verbally assaulting you and your company, two things will occur. You will both realize there is nothing left to be said, and your client will realize you are the only person who cared enough to listen as to what went wrong. Your client will begin to regard you differently. It is now your cue to ask, if I look into resolving this issue, will you be willing to give me an opportunity? Now they may look at you skeptically and say, No one else apparently thought they could fix it or they would have offered. What makes you think you can?
This is your opportunity to differentiate yourself from everyone else. Tell your client that you care, you deliver on service and will examine what went wrong and attempt to fix it, only if they will allow you to do so. Promise to report back on your findings whether negative or positive. Deliver on your promise in a timely manner. Your angry client will become very grateful, particularly if you are able to fix what went wrong. Once you have become proficient at fixing problems and if you are working at a company with a filling cabinet filled with dead files, ask permission to review these. You have just found yourself a gold mine!