Responsibility: Mistakes will occur; when a customer has a valid complaint, a technical problem arises or some other crisis looms. Take these 3 steps: 1) Acknowledge: find out what the problem is and take responsibility for the situation. 2) Apologize: If someone is angry, first attempt to calm., and apologize; then determine what would give the individual resolution. 3) Act: Implement promised changes or make other restitution. Inform the complainant that the problem is being addressed.