Let us talk about customer complaints. A colleague tells me that he knows that customers are satisfied if he is able to sell them something over the telephone after he has handled their complaints. When dealing with customers, always remember how much it costs to gain a new customer. It's not cheap. In major metropolitan markets, it can be more than $300. It also takes time to replace the customer you lost. If you lose one, it is unlikely that you will replace him or her with another one that same day.
So if a customer whom you have done business with for many years has a problem and this is his or her first complaint ever, resolve the situation quickly - even if you have to give money back. Always ask the question, "How do you think we should resolve this situation?" You will sometimes be surprised at the answer - people do not always want as much as you are potentially willing to give back.