A golden opportunity

"A well-handled problem usually breeds more loyalty than you had before the negative incident," Richard said, quoting Tom Peters.

Customers who are upset can be very animated, vocal and emotional. For this reason, many salespeople would agree that dealing with an irate customer is, at best, an unpleasant experience.

On the other hand, I have found that dealing with an irate customer is a golden opportunity to turn him/her into a customer (or even advocate) for life.