When addressing customer complaints, what is the first thing an employee should do?

Actively listening to the customer's concern is the most important first step in addressing complaints. This approach demonstrates respect and empathy, allowing the employee to fully understand the issue from the customer's perspective. By listening carefully, the employee can gather all necessary information and identify the underlying problem before attempting to resolve it. This not only helps in formulating an appropriate solution but also reassures the customer that their concerns are being taken seriously.

Engaging in active listening can lead to a more effective resolution, as it allows the employee to respond accurately and appropriately to the specific complaint. This foundational step builds trust and can help de-escalate any negative emotions the customer may be experiencing, ultimately fostering a more positive interaction.

In contrast, immediately offering a solution without fully understanding the complaint might not address the customer’s actual issue. Defending company policy can come off as dismissive, potentially alienating the customer further. Apologizing without understanding the problem may seem insincere and could lead to misunderstandings — addressing the problem first ensures a more genuine and constructive response.