The customer could be angry because they made incorrect assumptions that resulted in improper expectations. It's not effective to interrupt the customer if he or she's venting combustible sentiments. Eventually the customer will need to lower her or his voice to hear what you're saying. He will never be able to navigate the requirements, restrictions or resolution with the same knowledge and experience as you. Even though it might seem that the customer doesn't care about what you've got to say initially, bear in mind that the customer approached you for resolution.
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