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1. A complaint is a gift Do not assume complaints from customers are simply moans from troublemakers; look on them as an opportunity for positive contact. A resolved complaint could be a chance to keep or win back a customer’s business and gives you the opportunity to convert her/him into a loyal buyer. 2. Know your customers and competitors For each complaint you receive, there are probably ten that you don’t. Try to find out whether you are receiving more or fewer than your competitors. 3. Make complaining easy Welcome your customers’ complaints and making it easy for them to