Every business gets bad reviews from time to time, writes Tom Leung, and with the spread of social media it's essential that companies figure out in advance how they'll respond. The key, Leung writes, is to listen well, acknowledge the problem and take tangible real-world action to resolve customers' complaints. "Knowing what your customers want is sometimes half the battle. But once you do, more times than not the fix is a fairly easy one," he writes.

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