Customer Complaints. - LISTEN. Listen carefully to your customer. Don't interrupt or tell the customer to calm down, this will only ignite the anger.  - EMPATHIZE. Feel the pain of the customer, and tell him/her that you can understand how they feel.  - APOLOGIZE. Apologize to the customer, even if you feel that you have no part in the problem.  - REACT. Decide what you will do to resolve the problem, and tell this to the customer.  - NOW! Do not delay. Take immediate action!  Read pages 345-356. (Can be done in partners)  For the "Impact of Innovation" pages 350-356, for each subtitle, find 1-2 examples of how a product has been 'Innovated'. Changing how the product is used Changing the package Changing the Marketing Strategy Changing the Distribution Process Changing the Design Changing the Manufacturing Process