Which approach should advisors take when handling customer complaints?

Advisors should focus on actively listening to customer complaints and providing appropriate solutions because this approach fosters a positive customer experience and demonstrates empathy. When advisors listen attentively, they show the customer that their concerns are valued and taken seriously. This can often help to diffuse tension and build rapport.

By providing solutions based on the customer's feedback, advisors can address the root of the issue and work towards a resolution. This not only helps to satisfy the customer but can also lead to increased loyalty and trust in the service or product being offered. Moreover, effectively addressing complaints can provide valuable insights that can lead to improvements in products or services, benefiting both the company and its customers in the long run.