customer-service1. Show the customer you are listening by checking that you understand. Keep an open mind at all times.

2. Allow the customer to show their emotions if they are upset or angry.

3. Say you are sorry that the customer is upset. Concentrate on the situation not the personalities.

4. Don not force your solution on the customer.

5. Make sure you get full details of the problem. Try to find out what result the customer wants.

6. Summarize and make sure that the customer understands what you have said.

7. Ask the customer to put the complain in writing.

8. Be firm if you are sure of your facts.