Question

You need to deliver bad news to a customer that their complaint is invalid, but you want to do it in a positive way. Which technique would give you a better chance at winning the customer over?

1) Offering a sincere apology and explaining the reasons for the invalid complaint
2) Blaming the customer for the invalid complaint
3) Ignoring the customer's complaint and hoping they forget about it
4) Offering a discount or compensation to the customer

Answer 1

The technique that would give you a better chance at winning the customer over when delivering bad news about an invalid complaint is offering a sincere apology and explaining the reasons for the invalid complaint.

Step-by-step explanation:

The technique that would give you a better chance at winning the customer over when delivering bad news about an invalid complaint is 1) Offering a sincere apology and explaining the reasons for the invalid complaint.

Blaming the customer or ignoring the complaint can worsen the situation and damage the relationship with the customer. Instead, by offering a sincere apology, you show empathy and understanding towards the customer's concerns. Also, by explaining the reasons for the invalid complaint, you provide transparency and clarity, which can help the customer understand the situation better.

Additionally, offering a discount or compensation (#4) can be a way to resolve the issue and win back the customer's trust and satisfaction. However, it should be done after addressing the complaint and providing an explanation. This shows the customer that their concerns were taken seriously and that you value their satisfaction.