How you handle the customer complaint

Question

Accepted Answer

I listen to their complaint, empathize with them, offer a solution and follow up to ensure their satisfaction.

Listen attentively to the customer's complaint
Empathize with the customer and acknowledge their frustration
Offer a solution that addresses their concern
Follow up with the customer to ensure their satisfaction
Document the complaint and the resolution for future reference

Accepted Answer

Listen actively: Be calm, patient, and attentive to the customer's concerns. 
Acknowledge the issue: Show empathy and apologize if necessary. 
Ask questions: Use the Socratic questioning technique to get to the root of the complaint. 
Offer a solution: Propose a way to fix the problem or compensate for any loss or damage. 
Follow up: Thank the customer for bringing the issue to your attention and for giving you a chance to resolve it. 
Understand each customer: Different customers may require different approaches. For example, a friendly customer may respond well to a more chatty demeanor.

How you handle the customer complaint

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