"How was your dinner?" The response is almost always the same: "Fine. Just fine"—even if it was not. The manager walks away thinking there are no problems, and the guest never returns. The manager asked the wrong question. What she should have asked is the best question ever...
When I led Epcot® theme park, we opened four major attractions. When new attractions are launched, Disney typically has a "press event" with media from around the world invited for several days to interview executives and preview new products.
All leaders will be called upon to deal with irate people at some point. I have found a good approach to dealing with an angry person, especially a customer, is the LAST Chance model.
Being an active listener is critical in all interpersonal relationships. The active listener is unique, especially in today's world, and this uniqueness translates into personal and professional excellence.