Which of the following is a step in an effective routine response to a customer complaint?
A. Assign blame to a coworker by name.
B. Apologize profusely, even if this is insincere.
C. Explain how you plan to resolve the situation.
D. Do not sympathize with the customer’s frustration since this could encourage similar claims in the future.
E. Do not accept personal responsibility.
The correct answer and explanation is :
The correct answer is C. Explain how you plan to resolve the situation.
Explanation:
An effective routine response to a customer complaint involves several key elements, with the primary focus on addressing the customer’s issue and providing a solution. Here’s a breakdown of why option C is the best choice, and why the other options are not effective:
- A. Assign blame to a coworker by name – Assigning blame to others is unprofessional and can create further negativity. Customers want solutions, not the internal politics or conflicts of the company. Instead of assigning blame, the goal should be to take responsibility for resolving the issue and maintaining the trust of the customer.
- B. Apologize profusely, even if this is insincere – While an apology is important, it should be genuine. A sincere apology can show empathy and an understanding of the issue, but apologizing profusely, especially if it’s insincere, can come off as disingenuous. Customers prefer companies that acknowledge mistakes and focus on fixing them, rather than excessive apologies that might seem unhelpful or even patronizing.
- C. Explain how you plan to resolve the situation – This is the most important part of a complaint response. Customers want to know how their issue will be resolved. A clear explanation of the steps being taken to fix the situation reassures the customer that their complaint is taken seriously and that action will be taken to address the problem. This step demonstrates accountability and commitment to customer satisfaction.
- D. Do not sympathize with the customer’s frustration since this could encourage similar claims in the future – This is a poor approach. Sympathizing with a customer’s frustration shows empathy, which can go a long way in diffusing tension and building a positive relationship. Ignoring or dismissing the customer’s frustration could make the situation worse and harm customer loyalty.
- E. Do not accept personal responsibility – Avoiding responsibility can be detrimental to the customer relationship. Even if the mistake wasn’t directly caused by you, acknowledging the issue and showing willingness to help resolve it is essential for maintaining trust. Accepting responsibility, when appropriate, reflects accountability and a commitment to improving the customer’s experience.
In summary, the best approach is to explain how you plan to resolve the situation, as this shows that you are actively working to rectify the issue, which is the goal of an effective customer complaint response.