Question

A customer appears to be mildly irritated when lodging a complaint. The MOST appropriate action for a service representative to take while attempting resolution is to:

Answer 1

In order to resolve a complaint when a customer appears to be mildly irritated, a service representative should choose their words carefully, stay calm and listen, avoid blaming, ask open-ended questions, restate what they heard, focus on problem-solving, and seek support when necessary.

Step-by-step explanation:

The MOST appropriate action for a service representative to take when a customer appears to be mildly irritated when lodging a complaint is:

1. Choose your words carefully: Avoid using inflammatory language that may worsen the situation.
2. Stay calm and listen: Be attentive and respectful while the customer expresses their concerns.
3. Avoid blaming: Instead of asserting right or wrong, focus on finding a solution to the problem.
4. Ask open-ended questions: Learn more about the customer's position to better understand their perspective.
5. Restate what you heard: Show the customer that you were actively listening and prevent misunderstandings.
6. Focus on problem-solving: Concentrate on resolving the issue rather than placing blame.
7. Seek support when necessary: If unable to resolve the conflict, involve a supervisor or HR department.