A customer becomes upset when his perception does not meet his expectations about a business. 75% of customers don't mention it when they are upset (except when probed), they just go on to tell others about their dissatisfaction which is damaging to the business. So watch out for body signs and gestures when dealing with them to identify one who is upset. Use the Y model.. Stop everything you're doing and pay attention to the customer Drop your defenses and apologise Attempt to correct problem and/or take issue to the person who can solve it within the organisation Follow up and ensure issue is handled/show continued interest in resolving the issue Request customer feedback after service