The Follow-up!
You must ask, what would you like us to do? don’t make the mistake of telling them, what you will do about 80% of the time they will ask for less than you will be willing to give. What complainers really want is understanding, reassurance that it won’t happen again and A guarantee that they won’t suffer financial loss. If you’ve done a good job of listening to the customer or member they will not take advantage of you!