You know the feeling.

You've just copped an earful from a customer over a "mistake" that was apparently made.

The problem however, is that there's been a simple misunderstanding by the customer that can be easily and cheaply corrected and you have two choices:

1. You can clearly explain to the customer that they are mistaken and the reasons why or,

2. You can apologize and make them an offer as a way to appease the situation

Here's what I would do:

Stay calm!

Try not to take the complaint as a personal attack

Don't tell them they're wrong - even if they are

Clients must feel their complaint is legitimate before you can deal with it

Ask them what I can do to rectify the situation

Tell them I'll resolve the situation as quickly as possible and offer them something extra

Remember an unhappy customer will likely tell up to 20 other people, whereas a happy customer will only tell 10.

Handling customer complaints correctly is another great way to differentiate your business from your competitors.