When people are yelling at you for something that has happened in the club they're angry at a situation or a turn of events or because they can't have something that they want usually. They are not yelling because of you it's just directed at you because you work there. You show concern, compassion and a willingness to help in any way you can. And you proceed to solve their problem. That's the only way you can handle somebody that's yelling at you.

The exact same way you would handle a customer who's yelling at you in person. You show, compassion concern and a willingness to help in any way you can. Then you proceed to fix the problem.

The same way you would handle a person who's cussing at you in person. They are not yelling at you because of you they are usually yelling at you because of something they can't have or they perceive that they cannot have. So you show compassion, concern, and you proceed to fix the problem.

I would show kindness and identify with the customer, reflect back their concern. I would then begin showing them my willingness to help them resolve the issue. I would do everything I could to gain understanding of what's going on and what the policies are that apply to the situation. I would gently explain what's going on to the client and then respond in the same way as at first to the client's objections I would talk the customer down. And in the conversation the encounter with the expression of my concern for their feelings and what's going on with them. And if I hadn't settled it I would promise that I would settle it somehow and give them a call back.

I would know that the anger is not directed at me personally, I would listen, identify, reflect back to the customer, explain proper procedure and what the problem is, and if I couldn't solve the problem I would assure them, I would get back to them with a solution.