You can just picture them chewing on a toothpick with their feet up on the desk and surfing the Internet while you're talking! Then all of a sudden they say "Oh, that's terrible isn't it?" Its insulting.

Instead, comfort them by letting them know what they're feeling is absolutely normal.

"Mr. Taylor, you have every right to raise this issue with us. (avoid using 'complaint' or 'problem'). And I know very well I would feel the same way if this happened to me. That's why I insist on fixing this." (insist is powerful - you won't stop until its done).

If the problem can be fixed there and then, tell them right away. And don't just hang up. Finish with a: "Thank you so much Mr. Taylor, is there anything else I may help you with?"

6. If you need time to look into the problem, tell them just that. Under promise and over deliver. If it takes 30 mins to fix, tell them you'll get back to them in an hour. Then call them in 30 minutes. Better that, than the opposite. Follow up. After a few days, either send them a letter or call them to ensure they are 100% satisfied.

FINALLY: ALWAYS hang up last. How many times did you suddenly remember a question you wanted to ask and got as far as the:

"Oh! Hello, are you there...?" just as... "Click" ...... the phone hangs up. Make sure they're finished. Follow these quick tips and watch your complaint levels drop. You will also be surprised how many people apologize once their problem has been handled. Proof yet again the anger is directed at the problem and not you.