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Begin by listening and really sympathizing to their problem. Offer to help without whatever you are able to do wiithin your company's guidelines. (I always try and remember I am a consumer too, and you know you are irritated further if the associate just doesn't hear your anger, which escalates the customer's rage). If you have not satisfied them, then it is time for you to call for a supervisor. I just remember, they are not mad at me they're angry at a frustrating situation. Once they know you are on their side to make them happy, at least you are treated well. That's all you can ask for.
Acknowledge the customer in an open and positive way.
Never argue with a customer
Stay calm and clear-headed
Listen patiently until the customer finishes
Express empathy for their situation
Try to resolve the problem immediately otherwise let the customer know what you plan to do to get a resolution
Be honest
Follow up with the customer within24 hours of the complaint
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