Question

A customer has contacted you and expressed anger about the service provided by your company. During the call, you discover that another technician responded to the customer's original issue. In spite of the customer's tone, you remain calm. What should you do next?

Answer 1

Answer:

listen to the entire complaint

Explanation:

In the scenario being described, you should listen to the entire complaint. This will make the customer feel as though you are paying attention and listening/understanding her frustration and by doing so you might also acquire new information regarding the issue that was not previously shared to the other technician. Once the client has finished venting her anger and explaining the situation, only then should you begin to offer a solution.