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"In order to transform angry customers into advocates for your company that will drive sales and spur growth it's important to follow a few key steps.
First, respond right away to any dissatisfied customer. The longer an angry customer waits, the worse the situation can become. Listen to the customer and get all of the facts from his or her perspective. If necessary, check with your company personnel to also get their story of what happened. If the customer is angry and emotional, try to stay calm. Never get into a yelling match, especially in front of other customers.
Ask the customer what he or she thinks is a reasonable resolution for this problem. You'll be surprised how often the customer's requests are very reasonable, and even if you believe the customer is wrong, try to 'wow' the customer with a resolution offer that exceeds their expectations. These often become your most loyal customers in the long run who tell lots of other potential customers about how well you took care of their problems."
