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Pay full attention to the customer and take down notes if needed about his points that he delivers. make feel him you are going to solve it then or later as you take down notes. After he finishes,lay emphasize on the actions that you are going to take to solve the problem. Dont say no or any negetivity for the first answer. If it is the case to be handled by the manager and if he is not available at moment just try for him as you do normally and inform the customer that he will be available shortly.