When I deal with angry Residents, I let them tell me what is going on and depending on their problem why they are so angry AI tell them I will everything possible ng on get it taking care of asap. Sometimes we have to call different vendor a if something broken that our Maintenance person el aren't qualified to do. I let my tenants know the situation in of course a friendly non argumentative way what we have to do on our end and we will get someone there asap. You do not argue back ever. You make them aware you are on top of the problem and keep them updated by reassure them they are imp to US and that problem will be taken care of asap.