"ease their emotion" for upset customer?
i had an upset customer who complained about our products. i talked to my colleague (from US) and said we'd also write up a corrective action report to "ease their emotion". (along with other actions)

is it a natural way to say that? shall i say "ease their anger"? which seems weird.
i wanted to say "address the issue" but my focus is about the customers' feeling.

please let me know if you have a suggestion (as a native speaker would say). thank you.

Question

"ease their emotion" for upset customer?
i had an upset customer who complained about our products. i talked to my colleague (from US) and said we'd also write up a corrective action report to "ease their emotion".  (along with other actions)

is it a natural way to say that? shall i say "ease their anger"? which seems weird. 
i wanted to say "address the issue" but my focus is about the customers' feeling.

please let me know if you have a suggestion (as a native speaker would say). thank you.

Answer

I would not use 'ease' in this situation. The verb 'ease' collocates with 'pain' or 'discomfort', so it tends to be used in a medical or caring context.  I don't think it works in a business context, and I don't think that 'ease' collocates with 'emotion' or 'anger'.

When speaking to a colleague, I might talk about 'placating' the customer as a formal term, or informally (and off the record!) I might say 'calm her down'.

Answer

You can say "soothe the customers' feelings" or "soothe the customer's anger"

ease their anger sounds fine to me.

I hope this helps