When customers do complain by telephone or in person,the sales representative should:

Question

Quizplus · Accepted Answer

Encouraging customers to express their feelings when they complain is an important way to show empathy and understanding. This can help de-escalate the situation and make the customer feel heard and valued. Changing the topic or ignoring the complaint can make the customer feel ignored or disrespected, while expressing one's own opinion can come across as defensive or dismissive. Giving free products may be appropriate in some situations, but it should not be the first response to a complaint.

When Customers Do Complain by Telephone or in Person,the Sales