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Try to dissect the issue, while dealing with the main focus of the problem, swiftly, by:
Asking what the issue is, and how I can help.
Giving a few points of comfort and advice, such as "I'm sorry you had to deal with this, I'll figure this out immediately, if you could just stay with me", or "That shouldn't have happened, I apologize for the inconvenience. Let me try to sort this out for you".
I will listen to the customer and I will let him/her speak to hear every detail. I will catch the most important details about what he/she said and I will consider what can I do to improve customer experince. Solution here is to be fast and if we made mistake to give appologize to the client and solve that in short period of time. Everybody of us are conscious if we do not react fast that client will replace us, so in order to keep customer and keep them satisfied again it will improve our goodwill. How we react on complaints it will impact our position on market, sometimes is better to have complaints if that leads to drastical improvement. If we offer something appealing to customer and show that we care, he/she will for sure be satisfied
