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Customer service often starts when someone has a problem, and is upset. When you feel attacked, it’s hard not to fight back, especially when you know they’re wrong. But the best thing to do is to lose the fight. Let them know that they were right, and the company was wrong. Tell them you’re prepared to do whatever it takes to make them happy again. If you catch yourself about to say or write something that’s even the slightest bit aggressive, stop and replace it with something humble and gene...