Discussion: How Do You Handle Difficult or Irate Customers?

Dealing with difficult or irate customers is a part of every support professional's job, but it's never easy. I'm curious to know what strategies and techniques others are using to de-escalate these situations and turn a negative experience into a positive one. What are your go-to phrases for showing empathy and understanding? How do you stay calm and professional when a customer is being unreasonable? Do you have any specific training or resources that you've found to be helpful? Let's share our collective wisdom and help each other become better at handling these challenging interactions.