Here’s where your good listening skills can make all the difference. When a customer voices a complaint, be sure to give them your full attention and practice active listening. Active listening means you repeat back to the customer what you hear them saying in a way that lets them know you heard and appreciate their comments. Once they have said all they want to say, you’ll know what your next step should be. If the situation is something you can’t fix, a sincere apology and offer of reimbursement is a good remedy. If the complaint is something out of your control, it’s best to offer an apology and a commitment to prevent the situation from happening again.