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1st - listen properly to costumer complaint
2nd- apologies
3rd- define solution with the participation of the costumer so he can feel that he is our boss and giving him or her a respect to cool down his or her feeling,
4th- identify possible solution and make it happen as long the company reputation and cost will not harm
5th- you need to follow up the solution that been done if the costumer satisfied on the solution.
6th- need to have a good bye greeting to costumer and the assurance of he or she come back again.
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