Dealing with a complaint is never easy, but if viewed positively, it can be seen as a way to avoid a repeat of the problem.

It’s never a good idea to ignore the complaint. You'll quickly reach a resolution if you try and understand the customer's point of view.

Don’t be afraid of complaints. For each customer whose complaint you handle well, most will remain loyal and recommend you to other potential customers.

• Tips to avoid complaints
• record complaints – even if they are verbal
• act promptly
• do what you say you’re going to do
• don’t make unrealistic promises.