By Christopher KnightLISTEN first, with sincerity. Don't assume the problem is always on their end. ENTERTAIN the possibility that the customers complaints are real, as many times they are REALLY a problem with you or your unit or company. DO NOT SAY THESE WORDS, in the heat of a difficult customer confrontation: "Our Policy Is", "I Can't", "The Computer or something outside of you failed", "They....." meaning you don't intend on taking responsibility for solving the problem. Give them your name, and tell them that you will personally handle the problem.