First rule to remember when handling customer complaints is, you actually have the power to turn the negative situation into the positive light. Thus, good customer service means being able to solve the complainant’s gripe over the business’ service or product. The way you respond to the complaint will affect the customer and the outcome. Moreover, it also depends on your manner during the situation and how well you relate yourself to the problem at hand. If you portray an aura of concern on what the customer is complaining about, there is also a big chance that he may calm down and balance things.
Try not to interrupt while the complainant is airing his concerns. If you feel you have been unfairly accused, try all your might to resist the urge to disagree. Give affirmation if you see that the complaint is valid and restate what you have understood about his grievance. This will make the customer think that he is not alone on the situation. Suggest a simple solution and act on it. Show that you are really concerned by helping the customer. Lastly, say thank you. Who knows, this will also remind the customer to be polite to you, as well. All that ends well, will surely make both parties feeling good, too.