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Step 1
Apologize to the customer for any inconveniences caused by the product malfunction. Make sure that you sound sincere when you apologize. If you sound sarcastic or uncaring, the customer will probably get even more upset than she already is.
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Step 2
Listen to the customer's complaint carefully. If you feel that you are misunderstanding the problem if you get confused, ask the customer to repeat the problem again. Explain that you are trying to get a complete understanding of the situation.
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Step 3
Find out what solution will satisfy the customer. Sometimes, the customer will simply want the faulty item fixed or replaced. Other times, the customer will want something that is unreasonable. Finding out what the customer wants is a starting point to finding a solution that is mutually agreeable.
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Step 4
Explain the solutions that you are authorized to offer the customer. If these solutions seem to upset the customer or if he wants more than you are authorized to offer, you can try to find another person to handle the customer. If you are the last resort, explain this to the customer.
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Step 5
Understand that sometimes you will unable to please the customer. If this is the case, you should just log the complaint, apologize again to the customer and offer your best solution again. If the customer is still unwilling to accept it, excuse yourself from the conversation.
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Step 6
Contact the customer a few days after the complaint was made to check up on the situation. If the customer was unwilling to accept the solutions that were available, ask her if she has reconsidered.
