Question

Occasionally, companies disappoint their customers. Whenever possible, these problems should be addressed immediately. Choose the best answer for the following question about handling customer problems. When you are handling a customer problem, what should you do?
a. Ignore the problem.
b. Describe the problem and apologize.
c. Phone your lawyer right away.

Answer 1

Answer:

Hi

The answer is b) describe the problem and apologize

Explanation:

The first step should be to listen to the client and show genuine empathy, regardless of the means by which the client communicated. It is essential to show the customer a brand values him as a person, not just as a buyer.

The second step is to assess the situation. Once the client has finished explaining the problem, you should ask for clarification when necessary and if there is any other important information that the client wishes to share.

The third step is to ask about the needs and doubts of the client. Some clients have an idea of what they need and can even carry out their concern one more step and request some kind of compensation. Being proactive in these situations is critical to gain customer trust.

The fourth step is to offer a solution and options whenever possible. Once the situation has been carefully selected, the most attractive solution for the client should be offered and other options offered whenever possible.

The fifth step is to follow up with the client to see how he feels about the resolution and for the problems that the problem was solved. This step shows customers that your company values them and that they are working to offer a better customer experience.