You receive a visit from a disgruntled customer whose been trying to communicate with you by telephone. The customer has not received a returned phone call and believes they have a matter that needs to be discussed. How do you handle the customer? Do you 1) explain to the customer that you were not able to return the call because of your schedule; 2) apologize for not returning the call and ask the customer how can you help them; or 3) pass them off to someone else. Now clearly, these are hypothetical but might be solutions that someone has used before. When a customer complains, they generally have a valid reason for complaining. For some people it could take several instances and not just one. I do not recommend that you disregard what the customer is complaining about.
