An employee starts defending himself while listening to a customer complaint. For better service, which sequence should he follow?

Correct answer: Listen first then ask facts then offer solution

The direct answer is B: listen first, ask for facts, then offer a solution. Good customer service follows a calm sequence. First, the employee listens without interrupting so the customer feels heard and the complete problem is known. Second, the employee asks polite questions to confirm dates, details, and relevant facts. Third, the employee explains a realistic solution or the next step. Option A is wrong because blaming and disconnecting ends communication. Option B is correct because it combines listening, fact-checking, and helpful action. Option C is wrong because arguing increases conflict. Option D is wrong because reading rules first and avoiding the complaint does not address the customer’s need. Memory cue: listen, clarify, solve—not argue, avoid, or blame.