When you’re in business, your only goal is to keep your customers happy so that they’ll keep coming back for more. More orders mean more profit — the sales world requires you to be extra patient and diplomatic. Whatever happens, they have to go home satisfied, if not happy.

What do you do when there’s a customer complaint? Being able to handle such conflicts is essential for anyone who wishes to make it big. Here are a few tips which can help you breeze through complaints.

When customers start complaining, listen intently. You might hear things which you don’t agree to, but don’t interject nor interrupt. Customer complaints range from valid to the impossible. You might not be able to give them what they want, but listening can ease their irritation level. Some things which you can do to make them feel you’re really listening (1) is to look them in the eye when they’re talking and (2) nod every now and then to show you understand where they’re coming from. Whatever happens, don’t show any signs that you’re getting irritated.

Be diplomatic. Customers who have complaints want to be attended to immediately. However, if it happens that you can’t do anything much about their complaint, give them the reassurance that you’re going to do something about it. Do this to calm agitated customers. You want to avoid a scene.

Be ready to shell out freebies which you will resort to when it’s really your fault. When the customer’s complaint is valid and you’re at fault, offer to compensate. Freebies can soothe an anger that’s building up.

If the complaint is valid, tell them you’re going to investigate it. When the customer is convinced that you are on their side and that you’re not defensive, they don’t get angrier. They just want to know that their opinion is heard. Send them off courteously. They might come back when they’re not angry anymore.