Most people that become angry,Is due to frustration. My job is to find the root cause of their frustration and how if anything I can do to assist them. A lot of the time people just want to be kept informed. So frequent announcement are important. There are times no matter what you say to a customer it's not good enough. It could be their prejudices and biases, however that is their concern. They may just want to speak to a higher authority. I retired with 40 years of service. I found some of the greatest friends thru them being upset. Taking the time to listen It's all in a day's work!