As much as we might dislike receiving complaints or criticism, the truth is that humans are fallible and things sometimes go wrong, which makes it difficult to consistently live up to expectations. That’s why complaint handling is considered to be one of the ‘magic moments’ of the overall customer experience and can have a bigger impact on the way people feel about a business than the quality of its products or services.

So here are five top tips for transforming customer complaints into customer delight.