Final answer:
To effectively address customer complaints, CSRs must acknowledge the receipt of every complaints immediately and clearly explain the steps to resolve the issue, while maintaining a polite and respectful demeanor. The correct option is a.
Explanation:
Two crucial customer service steps CSRs should follow are: a) acknowledge the receipt of every complaint immediately and b) explain in writing exactly how you will remedy the problem.
It is essential to choose your words carefully so as not to inflame the situation, and to stay as calm as possible while actively listening to the customer's story. One should avoid suggesting that one party is right and the other is wrong; instead, remain open and respectful throughout the interaction.
To gain a clearer understanding of the customer's position, try asking open-ended questions rather than stating your case. It is also beneficial to restate what you heard the customer say, to affirm that you were listening and to avoid misunderstandings.
The focus should always be on solving the problem, not on assigning blame. If a resolution is not reached, it may be necessary to involve a supervisor or HR department. The correct option is a.