I explained That I would us the L.A.S.T method. Listen to their issue. Apologize for their experience. Satisfy their needs to benefit both the business & the customer. ( FYI genuinely caring for your consumers IS benefiting your business.) Thank the consumer for giving us the chance to make it right. Then, from henceforth make sure the customer is cared for when I see them AND apply what I've learned from that situation to others as well. I'd coach my team in learning and implementing this new found standard in our daily operations too.