While conversing with a disappointed person, we have to understand the root cause of the issue. The best way to understand the cause of disappointment is hearing out the other person calmly, without making any interruptions. Once the next person completes his point, he himself feels half-satisfied since we heard his problem completely. In such service failure issues, being a representative, one needs to take the complete responsibility and have to empathize the next person. This gives almost 80% of the solution while the rest of the 20% will be done by providing him the actual solution by taking necessary course of actions. If you want to make him smile you can provide him some future help, which makes your task 120 out of 100!