If you have a patient in your dental practice that’s upset and your team wasn’t expecting it, my suggestion is to contain the situation.
Move them into the operatory
Move them into the consultation room
Or as a last resort, move them into the doctor's office and away from other patients.

Drama is like a train wreck and people can’t look away. We are already in an environment that’s a highstress situation, so the best course of action is to contain the situation away from any other patients.

Then let the patient talk and voice their concerns. Listen and validate that you’ve heard them, then explain policies and a plan to remedy their concerns.