Turning an angry customer into a happy one

When one of my colleagues was confronted by probably the worst customer possible who was screaming down the phone at him, he stayed calm and promised to do his best to solve this guy’s issue. He laughed it off and said that if he could turn this guy into a happy customer than this guy would be a great source of referrals for the company as he would have a good story to dine out on. By the next day the guy had phoned us to say that everything was solved and apologised for being so rude. If you can turn a unhappy customer into a happy one then they will be loyal and refer more customers to you then just a regular happy customer.