A large part of business service involves dealing with customers and enquiries. While the nature of these interactions can vary between customers and clients, the basic principles of how to approach them remains the same.
First off its important to remember that dealing with customers in general, is one of the most challenging tasks in the workplace. Dealing with customers takes a lot of practice and is certainly a skill that a business owner will take a long time to master.
Some times it may even feel uncomfortable, but focusing on the enquiry and asking questions will add logic to all the emotion that may be flying around and help you both to begin solving the problem. Remember, try not to allow someone to take advantage of your openness. Maintain a personal boundary and keep the context of the interaction focused on the enquiry, not their personal needs.