Tips for defusing a customer complaint

03/14/2012 | Inc. online (free registration)

Listening, refusing to engage in a fight and being willing to take a complaint to a higher authority are among the first steps in dealing with an unhappy customer, writes Matthew Swyers, founder of Web-based law firm The Trademark Co. Other tips: Put yourself in the customer's place and offer empathy, work to resolve the issue and conclude your actions with a summary e-mail.

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