winning back the offended customer recording the customer's complaint having an initial conversation with the customer Paragraph Groups Main Idea Listening to the customer's complaint Remaining calm while hearing the customer's complaint Answering the customer's questions One step for processing customer complaints is . Writing an incident report for the customer Reporting the customer's complaint to a manager Asking the customer to submit a letter of complaint The next step for processing customer complaints is . Writing a letter of apology to the customer Offering the customer a coupon or discount Following up with the customer by phone The final step for processing customer complaints is