Credit staffer Amanda Dunning of Sparky's Sportswear held the phone at arm's length. For the third consecutive day, she was on the losing end of a tirade from Bill Bluster, a customer with a complaint. Let's listen:

Bluster: "How many more times do I have to call you before you straighten out this problem?"

Dunning: "Mr. Bluster, as I've said to you repeatedly, I'm doing everything in my power to clear up this matter. You'll just have to give me more time."

Bluster: "Time?! You've had plenty of that already. Every month you send me a notice for a $100 purchase of a tent that I never made, and every month you give me the same song-and dance about fixing it."

Dunning: "Well, as best as I can determine, the charge originated in our mail order division, and although it seems legitimate, I assure you that--"

Bluster: "Hold on one minute. You have a mail order division?"

Dunning: "Yes, we do. It's called 'Outdoor Adventure.' That's how we sell most of our camping equipment."

Bluster: "That's it! My daughter purchased a tent recently through their catalogue. I wrote out the check. I didn't know that was part of your company. Gosh, I don't know what to say."

Dunning: "I do."

What should Dunning say?

Click on "next" below for the answer and reasons.

Revenge may be sweet, but in credit and collections it doesn't pay the bills.

Tempting as it may be to give a chronic complainer a piece of your mind, this is a temptation that you, as a professional credit staffer must resist.

Dunning should take the position that she's glad the problem is resolved--even though her company was completely blameless. And if you've had your fill of an irate customer and you think you're going to blow your cool, ask another member of the staff to handle the account.

Every customer-- no matter how annoying--represents an opportunity to add to your company's profits.