I get yelled at a lot in my job (supervisor - so all the escalated shit comes to me). The most useful advice I ever got is let them talk it out first - don't try to interrupt or offer solutions until they're done. Also, in this case, it sounds like your company actually did screw up, so you can pretty much just offer abject apologies, promise that it will never happen again and that the person(s) responsible have been spoken with, and call it a day. Unless it was actually you that screwed up, don't worry about it too much.
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I get yelled at a lot in my job (supervisor - so all the escalated shit comes to me). The most useful advice I ever got is let them talk it out first - don't try to interrupt or offer solutions until they're done. Also, in this case, it sounds like your company actually did screw up, so you can pretty much just offer abject apologies, promise that it will never happen again and that the person(s) responsible have been spoken with, and call it a day. Unless it was actually you that screwed up, don't worry about it too much.
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