When handling a dissatisfied customer, what should you do first?

• A. End the conversation
• B. Offer a remedy immediately
• C. Listen empathetically
• D. Blame the customer

Answer: (C)

The main approach when a customer is unhappy is to listen empathetically. By giving them your full attention, you acknowledge their feelings and begin to de‑escalate the situation. Active listening means letting them speak without interrupting, noting their concerns, and reflecting back what you hear so they know you understand. This helps you gather the facts, uncover the real issue, and builds trust, making it easier to move toward a fair solution. Ending the conversation early leaves the problem unresolved and can heighten frustration. Offering a remedy right away without understanding the specifics may be premature, and blaming the customer only increases tension and damages rapport. After listening, you can discuss appropriate remedies and next steps with clarity and respect.