Handling complaints

Everybody has experience with complaints. It just about why and how we handle it.
Why customer complaints must be cause they unsatisfied with our services.
Next, how we handle it.

Still, give your sincerely smile. Then listen. All you have to do is listening, and try to give your empathy. Write down their problems and use your rational thinking to separate emotional and logical during conversation.

Don't try to interrupt and say they are wrong, or even just to inform your company rules.
Speak only if they ask for it or necessary.
Just listen, pay attention, and patient until it finished. Mostly it will reduce anger.

After the fire is gone, slowly answer. Give your customer solution. If you cannot, promise hes, you will do it as soon as possible. Or the dragon will continue...errgh!