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Listen if what is customer complaints. Apologize say sorry to the customer. Solve the root of the customer complaints. Thank you...
Always keep a calm voice, give accurate consistent advice even if they don't like the answer. Apologise that they feel they had a bad experience and not for the service or action unless there was actually a fault. If you did do something wrong apologise for it acknowledge that the client suffered an inconvenience or cost because of you. Fix the problem. Learn from the problem so that it doesn't repeat.
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