Oof… Yeah it is hard to deescalate with a person who is primally furious with you. It was probably really scary for them, and it sounds like they might not have been emotionally intelligent enough to handle it. I’m glad you and everyone are ok.

I’m also in software and, yes, depending on what kind of business you’re in people often have no idea what they want. Do you like reading? One thing that helped me in those situations is Don Norman’s book, the design of everyday things. It helps me get into a big picture mindset.