This is a great question and I have found that personal development has helped me tremendously in this area. It takes practice but practicing your wording makes a huge difference. I once had a client complain about the service she received from one of our attorney's. But after further investigation it wasnt the service she was dissastisfied with, rather it was the response from the opposing party she was dealing with. With careful wording I was able to get her to recognize that she had been serviced the way she had requested.
We are fortunate to have everyone that works for us also share in the business model. Any customer issues arise from one customer having to deal with another customer. We can help to clear any challenges that arise.