I blogged about complaint handling on January 17 this year. But I’ve just come across this article – ‘7 Science-Backed Strategies for Dealing with Angry Customers’. What’s interesting is that my earlier blog also listed 7 things to do, so you might want to check what overlap there is between the two.
By the way, it claims they are ‘science-backed’ strategies, but the author provides no scientific sources to verify this. I’d take this claim with a pinch of salt if I were you.