How should you respond to a customer’s complaint?

Acknowledging a customer's concern, apologizing for the issue they experienced, and offering a solution is an essential approach to effective customer service. This method demonstrates empathy and understanding, which are critical in diffusing tense situations. Recognizing the customer's feelings validates their experience and shows that you care about their issue.

Apologizing, even if the problem was not directly caused by you or your company, helps to create a connection and can alleviate frustration. Following this with a constructive solution shows that you are proactive and willing to help resolve the matter, which is likely to restore the customer’s confidence in the service or product.

In contrast, dismissing the complaint, transferring the customer without addressing their issue, or asking them to calm down can lead to further dissatisfaction and damage the relationship. Such reactions do not foster a sense of resolution or customer loyalty. Therefore, the response that combines acknowledgment, apology, and a proactive solution is the most appropriate and effective way to handle a customer's complaint.