Terry Prone: Resolving a customer's whinge should be a source of great pride

You welcome a complainant, engage with them so they get it off their chest, solve the problem, and thank them for bringing it to you 

Staff don't like being told of service failures but customers need to feel they are being listened to.

This day last week, my column appeared in this newspaper, giving out about the customer care system at Brown Thomas.

Within hours, a response arrived. I’ll get to that. First, though, let’s deal with the fall.