When discussin customer service I find that students respond well to the statement, "have you ever had a bad experience with a shop or business that left you saying to yourself, I'm never going back there?" Most can easily relate. Then I ask if the person handling the situation had just given a little effort in resolving the situation, would it really have taken a great deal of effort? And as expected, most responded, "No". What many fail to understand is that a customer that complains is our best customer, because they are willing to give us a chance to fix it.