Steps to saving the angry customer

In the New York Times, Jay Goltz recently looked at ways to S.A.V.E. your angry customers. The key to providing customer service is to give your customer service representatives and make sure that they've to got the right personality to provide quality service to the customers. But how to do you reach out and save those angry customers you've got on the phone? Goltz has a system to S.A.V.E. your angry customers:

Sympathize.
Act.
Vindicate.
Eat something.

Look more in-depth into his customer-saving philosophy here.