Kevin Stirtz's Amazing Service Rule #48:
 
Thank your customers for complaining
 
One of the situations people hate most is dealing with customer complaints.
 
This is too bad because customer complaints offer a goldmine of information to companies, if they deal with them effectively.
 
The first step to making better use of customer complaints is to view them in a positive light. Start by calling them "feedback" rather than complaints. Then make sure your policies and procedures show that customer feedback is valued by the company, not something to sweep under the rug.
 
When handling a customer complaint you need to take it seriously. See the customer as offering feedback, not as criticizing you or your employer. Don't get defensive!
 
Read the entire CustomerThink article.