A customer calls to complain about something in your business. It could be that a staff member didn’t help them properly. It could be that they were unhappy with the quality of the product, or maybe they didn’t like your new policy. Whether they are right or wrong, there is something they need from you in that moment. It’s to simply show that you care. Whether you agree or disagree with their complaint, what they are really asking you to do is to care. To care enough to hear them out. To care enough to show you value their business, and to do it genuinely.