We get a lot of irate and angry customers. How do plan to deal with them?

Any hotel or tourism institute worth its salt spends a lot of time teaching its students about dealing with tough customers. Checking your textbooks for answers is a good idea, but please manages to do so before the interview takes place. If you know somebody in the industry, then it would be a good idea to speak to him or her and ask about how such situations are handled real time, in the real world. If you can base your answer on these inputs, then nothing to beat it. If you have time, then give an example or two about how you dealt with an angry or bad customer in the past with tact, politeness and firmness.