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    a)custumer is always right?

    b)response promptly

    c)remain polite if complaint is unreasonable

    d)admit the complaint if you are to blame

    e)never lay the blame on your colleagues or your subordinates

    f)thank the customer for making a complaint

    For examples:

    1)Dealing with a justified complaint

Dear Mr.Robinson,

    Your complaint about[give brief details] has been passed to me for attention.I am very sorry that you have been inconvenienced by our failure to provide the level of services to which you are entitled.

    I have made enquires and found that the problem was caused by [give brief details].I can assure you that we have taken steps to make sure that this kinds of situation cannot arise again.

    Please accept our apology and appreciation of your highly valued custom.Please contact me personally if you experience any problems with our services in the future.

Yours sincerely

    2)Dealing with an Unjustified complaint

Dear Mr.Robinson,

[Subject of complaint]

    Thank you for your letter of [date],concerning [brief details of complaint].

    I have thoroughly investigated this complaint and have interviewed all the staff involved. I can,however,find no evidence to support the claims that you made.Indeed,I am satisfied that our staff acted properly and with due courtesy and efficiency.

    I hope that you will accept my regret that you feel we were remiss in our dealing with you.If,however,you can give me any evidence to support your claims,I shall be pleased to review the situation.If you would like to discuss the matter in person,please contact me directly.

Yours sincerely