How to deal with severe customer criticism in the software engineering psychology series 11

When I recently participated in a project, the actual situation was: the last 2nd days of joint debugging, and Party A (a civil servant) was very serious.
When I got involved, I sat in front and did my task. I heard what happened. Suddenly, Party A called Party B's test mm and asked at the beginning: how did we solve this problem? Didn't this problem be said last month? Why?
After seeing what happened, MM said, "Oh, this may be the last time we Program Changed,
But at the time, it seems that we didn't finally confirm with you how to solve this problem. You see, actually
Process A is so good .... So mm began to talk about his company's principles and talked about a lot of things.
Many people of Party A said together: Oh, you are wrong. It is clear that we are users. If we haven't changed it, it is wrong.
MM: We didn't know why, but we may not be able to find out why. It is estimated that after the change, the test will not be re-tested. The time is up ..., i'm not talking about shirking responsibility, just saying ....
Many people in Party A criticized them together: Ah, if it is wrong, it is wrong. If it is wrong now, please record it for me to confirm the bug.
Finally, the scene was very embarrassing. It is estimated that MM was also angry at the end.

after analysis, mm is indeed wrong. When dealing with Party A's criticism and sometimes even severe criticism, we should pay attention to the following points:
1. The mentality should be adjusted, party A is always your god. Don't think that you are an IT engineer. Take care of several projects and take people with you. In fact, just like the shop assistant, Party A sells things to people and the customer is God.
2 when a customer asks a question, do not rush to express your opinions. Remember, if you are not careful, what you said is regarded by Party A as at least the attitude and orientation of Party B. If you make a mistake, your boss will finally blame and punish you.
3 first, you should give your own rough judgment after asking the question, because party A only describes the question to you in many cases, it may not be because you need to sign the Panel immediately to confirm the problem. It is time for you to think about it. You can use speculative words, such as "possibility, estimation, let's give Party A a general direction, at least let people
know what the mistake is, and what the mistake is.
second, in the above example, Mm made a mistake, that is, no matter what the case is. It is none of your business to bring Party A to the question about how the two sides disagree at the time, even if you are concerned about it, it is not what you want to deal with at this stage. What you want to deal with is to explain to others why something went wrong, not like MM, when we put out our team's previous views on the problem, the customer naturally felt uncomfortable and thought: Is this guy debating with me? If you meet a person with high technical strength from
Party A, it will be very fierce and embarrassing to argue with you.
also, do not worry. In the face of multiple party a personnel, do not be entangled in trivial details,
at last, make a detailed record with pen and paper (if conditions permit, use professional tools), repeat the user's words, and ask whether the user is clear. In this case, on the one hand, attracting users to actual problems can make users less nagging you,
On the other hand, it is also conducive to the determination of problems. Don't say that as mm later said, because if she said that, Party A will feel that
she simply does not acknowledge responsibility.
at last, Party A should indicate to Party A what the position can accomplish and what should be reflected to the superior,
In other words, I would like to politely express my gratitude to Party A for his correction. As a result, Party A feels that you are accepting the error and trying to correct the error.