Dealing effectively with dissatisfied customers requires special skills and behaviors. To help you maintain calm when others are out of control, Lydia Ramsey, a relationship marketing expert and the author of Manners That Sell: Adding the Polish That Builds Profits, suggests these five steps:

1. Listen to what the customer is saying. If you don’t fully understand why the customer is upset, you can’t possibly help with the solution. Sometimes people just need to get whatever is bothering them off their chest. Let your body language reflect your attention as well. Use eye contact, lean in toward the other person and use appropriate facial expressions that show you’re interested.

2. Apologize. It doesn’t matter whose fault the problem is. As the representative of your company, you have as much responsibility as the person who made the mistake. Your willingness to be accountable will have a positive effect.

3. Empathize. Let people know that you understand why they are upset. A simple and sincere statement validates the customer’s emotions and says that you are not going to be argumentative. Once again match your tone to your words.

4. Accept responsibility for the situation. Let your customers know that you intend to do whatever it takes to make things right. You can’t undo what has already happened, but you can come up with a solution to the problem or find someone who can.

5. Prepare to take action. Tell the customer exactly what you will do — and when — to remedy the situation. Offer something extra or unexpected, such as a bonus of some sort or waived fees. When you treat people with kindness, courtesy, and respect, they will appreciate you and your company.

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