How dummies can win over a difficult customer

On the dummies.com website, there’s an article adapted from their book Customer Service for Dummies about “Winning over a Difficult Customer”.

The basic steps are:

1. Let the customer vent.
2. Avoid getting trapped in a negative filter.
3. Express empathy to the customer.
4. Begin active problem solving.
5. Mutually agree on the solution.
6. Follow up.

The complete article is in this link.