Final answer:
When dealing with a customer complaint, it's important to choose words carefully, listen to the customer's side, avoid being defensive, ask open-ended questions, restate what you heard, focus on problem-solving, and seek support if needed.
Step-by-step explanation:
When dealing with a customer complaint, there are several sound options to consider:
Choose your words carefully to avoid escalating the situation and to show respect for the customer's concerns.
Stay calm and listen to the other side of the story. This helps to understand the customer's perspective and find a resolution.
Avoid being defensive and suggesting that you're right and the customer is wrong. Stay open-minded and respectful in your communication.
Ask open-ended questions to learn more about the customer's position instead of just stating your case. This fosters better understanding and facilitates problem-solving.
Restate what you heard to acknowledge that you were listening and to avoid misunderstandings.
Focus on solving the problem rather than blaming the customer. This helps to find a mutually beneficial resolution.
If unable to resolve the conflict, seek support from a supervisor or HR department.