Ten Types 
Order the Book
"Continue to Listen"
CUSTOMER: "How come you are just standing there looking at me. Hello, McFly, anybody home (slams fist on counter)! I have had enough of this #^$@! I demand to speak to your supervisor now !!! I need to talk to someone who's capable of helping me!"
R&R: In general, it is good to let people vent. But you can't let a Tank vent for too long or the attack will escalate. That's because the Tank is demanding action and they aren't seeing any. Tanks have the intent to Get it Done by seizing Control (see Lens of Understanding). Usually the venting phase can be measured in seconds, 60 or less before you interrupt the attack.
YOU: Interrupt the attack