Describe a step-by-step approach to resolving a dissatisfied customer situation.

• A. Listen, empathize, summarize the issue, propose a solution, implement, and follow up.
• B. Ignore the complaint and hope it goes away.
• C. Immediately refund without investigation.
• D. Escalate to a supervisor without listening.

Answer: (A)

Resolving a dissatisfied customer effectively starts with a structured, customer-centered process. Begin by listening actively to understand the full issue and its impact. Show empathy to acknowledge the customer’s feelings and build rapport. Then summarize what you heard to confirm you’ve captured the problem correctly. Next, propose a concrete, fair solution that addresses the root cause and aligns with company policies. After agreement, implement the solution promptly and clearly communicate what will be done and by when. Finally, follow up to verify the resolution, ensure the customer is satisfied, and note any steps to prevent recurrence.

This approach is best because it gathers accurate information, validates the customer’s feelings, and turns understanding into action, reducing miscommunication and the likelihood of repeated dissatisfaction. Ignoring the complaint misses the chance to fix the issue and damages trust. Refunding without investigation can be unfair or insufficient if the problem recurs. Escalating without listening skips crucial context and can frustrate the customer.