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Which of the following describes a good way of handling a customer complaint?

a) Ignoring the complaint and hoping it goes away.
b) Acknowledging the issue and offering a solution.
c) Blaming the customer for the problem.
d) Arguing with the customer to prove them wrong.

User Justinas
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1 Answer

7 votes

Final answer:

The correct way of handling a customer complaint is to acknowledge the issue and offer a solution. This shows respect and aims to resolve the concern, maintaining customer satisfaction.

Step-by-step explanation:

When handling a customer complaint, the correct approach is b) Acknowledging the issue and offering a solution. This method demonstrates respect towards the customer by recognizing their concerns and actively working to resolve the issue. It represents a good way to maintain customer satisfaction and loyalty, as well as possibly turning a negative experience into a positive one.

Ideally, the process involves several steps: listening carefully to the complaint, showing empathy for the customer's situation, taking responsibility if the company is at fault, offering a fair solution promptly, and following up to ensure that the resolution is satisfactory. These efforts contribute to building a lasting and positive relationship between the company and the customer.

User MLEN
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