Some tips for handeling complaints. There are three main categories of complainants we call them Shouters, whingers and last but not least those with a genuene problem.

The shouters are trying to intimidate you into giving them a discount or are making a scene for the benefit of an audience ie a girlfriend or the whole of reception. It is usually a man though I have had some women do this to. With these people the trick is primarily to get them away from their audience for example into a more private area. Also they are worce if they have had chance to work up a head of steam or have had to wait for someone to speak to so if you can get to them right away. Also with this type get them sat down as this gives you the advantage they are all at the same level and it also stops them looming over you. If you can get someone else to make a pot of tea that is sometimes helpful to offer it to them as this also breaks their chain of thought and helps to calm them down. Pay them (and this goes for all complaints) your full attention I don't care if the phone is ringing or whatever don't excuse your self to answer it as this will agrivate them further. Ask them about the problem and write notes people who complain want more than anything to be listended to. Try not to look as if dealing with them is the last thing you want to be doing do your best to look interested and concerned. However with shouters some of them will never be placated and if you can get them on their way before they spread their grumpy vibes all over the place. In this category there are the professional complainers they will have a go to get any kind of discount. I have only met one couple who fall into the cattegory and they were violently unpleasant and the manager where I was working kicked them out. After they left they had the cheek to ask us to post their hotwater bottle back for free!