It’s depend on the situation, if situation is negative then we should handle with “LAST” standard ,Meaning of LAST is L =listen (we must listen the customer complaint A = Apologize (what ever complaint is ,either we are wrong or not,but customers are always right ,so we should listen and then apologize S= Solve (after apologize we have to solve the issue gently ) T = Thanks ( after all of this we do not forget to Thanking customer with smiley face