After the complaint has been properly listened to and logged, it is time to start looking for a way to fix the cause of the complaint in a way that is acceptable by both parties. If the user wants something that your company cannot provide, it may be better to part ways; therefore, you should never try to please the user at all costs. Also, in the case where the user and the customer are not the same person, it can happen that the customer has limited the amount of service or features offered and the user may have to talk to the customer first.

Fixing a complaint is often not very hard, but there is one common pitfall to avoid; expectations should not be raised higher than which can be delivered consistently. Be careful to don't make the mistake of offering too much in order to please the customer. Fixing a complaint does not mean doing whatever the customer wants. In some cases, all that is required is to explain what a customer can expect or how to go through a particular procedure.