If a customer's complaint is valid but the customer is angry, what is the most balanced response by the employee?
Answer and explanation
Correct answer: I understand your concern. I will investigate the complaint and provide an appropriate solution.
Option A acknowledges the customer’s concern without approving rude behaviour and promises a practical next step. The employee should listen calmly, investigate the facts, and explain the possible solution. Telling the customer not to be angry may sound dismissive, minimising the complaint ignores the issue, and making listening conditional can increase conflict.
Frequently asked questions
What is the correct answer to this question?
I understand your concern. I will investigate the complaint and provide an appropriate solution.
Why is this the correct answer?
Option A acknowledges the customer’s concern without approving rude behaviour and promises a practical next step. The employee should listen calmly, investigate the facts, and explain the possible solution. Telling the customer not to be angry may sound dismissive, minimising the complaint ignores the issue, and making listening conditional can increase conflict.
Which subject and chapter does this question cover?
This is a Class 9 Artificial Intelligence question. Chapter: Communication Skills-I. Topic: Perspectives in communication and barriers.
