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Hi,
The best way to handle a customer is just listen....
Listen to the problem, and try to understand what he/she wants.
If you have the technical exp, you might be able to resolve it at the same time. But if yo do not have the expertise, just pass on to the relevant dept, and follow up till it is done. You can even go for escalation to the higher management if issue is not resolved on time. And also keep the customer informed about the progress.
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