First, I practice active listening. This means giving the client my full attention, maintaining eye contact, and using an open posture to show I am engaged and ready to help. If I sense the situation is escalating or the client is uncomfortable speaking publicly, I will immediately suggest, 'Let's please move to a more private area (like a meeting room) where we can resolve this comfortably.' Once there, I might offer a tea or water, if bank policy allows, to help de-escalate the tension. Second, once the client has expressed their frustration, I offer a sincere apology for the situation and take ownership of the problem. Third, I move to diagnostics. I ask clarifying questions to understand if this is a known issue or a unique case. During this process, my focus is solely on the solution: I am either looking at the client while we speak or at my screen while actively investigating. Fourth, I manage expectations. I provide a clear timeline if I know the solution. If not, I inform them that I'm investigating and provide regular status updates. For example: 'I am still in process, I have checked A and B,' or 'I have fixed the first part; I will need another 10 minutes.' Finally, after the issue is resolved, I make it a point to follow up with the client after a couple of hours or the next day to ensure everything is still working correctly and the problem hasn't returned.