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To turn a customer complaint into an opportunity, the first step is to simply say thank you when a problem arises. Acknowledging the issue with gratitude diminishes the customer's anger and creates a more manageable situation. It’s common for individuals to become defensive upon receiving complaints, complicating the resolution process. Instead, by expressing thanks and signaling a willingness to resolve the issue, the customer's frustration can be alleviated. The key is to allow them to express their concerns fully, which can lead to a better outcome. This approach is the first of six essential rules outlined in the guide to transforming complaints into lasting customer relationships.
