Final answer:
To resolve customer problems, it is essential to listen, ask questions, and find a solution that satisfies both the customer and the business. A real-life example is Gavi's Fast Food Restaurant, where the lunch-hour manager addressed customer complaints about confusing line-ups by implementing floor markings, resulting in improved service.
Step-by-step explanation:
When faced with a customer problem, it is important to follow a problem-solving approach. This includes listening to the customer's complaint, asking questions to gather more information, and then working together with the customer to find a solution that both parties agree on. For example, in the case of Gavi's Fast Food Restaurant, customers complained about confusing line-ups during busy lunch hours. The lunch-hour manager listened to the feedback, sought out solutions, and implemented floor markings to guide customers. This resulted in a smoother flow, reduced stress for customer service clerks, and increased efficiency.