Here’s an interesting post on handling customer complaints which appeared recently in the Bank of America’s small business online community forum. Matthew Swyers, the founder of a company which specializes in trademark rights protection, is interviewed about the best ways to manage a disgruntled customer. The interview starts off with that age-old question “Is the customer always right?”. It goes on to discuss Swyer’s take on the benefits of listening carefully and empathetically, the power of social media when complaints are aired, and a suggestion for the very first thing to say to an unhappy customer. Click on this link to read the complete interview.