How to deal with angry customers ?

well, just try to be as polite as possible and tell them, though you hate it, but there's nothing you could do to help the situation..and try apologizing by giving some free gifts...

yes, you have to apologize for sure, its good business practice. But then you have to make an extra effort to resolve the issue.

Since I don't own the company, I'm just as friendly as can be and try to offer a solution, even if it's referring them to another store. If I ever own my own company, I will be telling the customer, "look, it's not the end of the world, no sense in stressing over it."

If you know in advance that the item will not be available for the customer in time, then they should be told as this will alleviate some of the annoyance they will feel. There is nothing worse than expecting something at a certain time or day and then finding out it will not be ready or available. You can dilute the anger a customer feels if they are offered something in exchange or even a free gift or price reduction.

well it will depend on your offer... they take the sorry if you have a free drink or extra pizza for them. if you have this promo they actually wait for you to not deliver on time... but saying sorry makes a difference and try not to argue anymore.. it will just make them mad...