Every profit-based organization needs customers to remain in business. If you don’t believe that try doing without them for a while. Sam Walton said, “There is only one boss – the customer. And he can fire everyone in the company – from the chairman on down – simply by spending his money somewhere else.”

Dealing with customer complaints presents a “moment of truth” in which frontline employees have one chance to provide a lasting impression that your organization really cares about treating them fairly and with respect.