Final answer:
We should indeed avoid challenging customer complaints, adopting a proactive solution-oriented attitude. Key actions include actively listening, staying calm, and focusing on resolving the issues without assigning blame. If needed, escalate the matter to superiors.
Step-by-step explanation:
The correct answer to the question is A.True. We should indeed avoid challenging customer complaints, and instead adopt a "let's fix this" attitude. When working in customer service roles, like at Gavi's Fast Food Restaurant, this approach is crucial for effectively handling customer complaints and improving service quality. For example, if customers express confusion about lining up to pay, it's important not just to listen, but also to take actions that address the concerns. In this case, introducing floor markings to guide the lineup process was a solution that not only resolved the immediate complaint but resulted in reduced stress for customer service clerks and increased the efficiency during high traffic periods, leading to better overall customer satisfaction. When dealing with complaints, it's important to choose your words carefully, stay as calm as possible, and listen thoroughly. Instead of asserting who's right or wrong, maintain an open and respectful dialogue, ask open-ended questions, and focus on solving the problem rather than assigning blame. If the issue cannot be settled independently, consulting with a supervisor or HR department is the next best step.