Which strategy is best when you encounter a dissatisfied customer?

Listening and empathizing with a dissatisfied customer is a fundamental strategy in customer service. This approach demonstrates that you value their feelings and concerns, which can help to de-escalate the situation. By actively listening, you gather important information about the customer's issue, allowing you to address it more effectively. Empathy shows that you understand their frustration and are committed to finding a resolution, which can strengthen the customer relationship and potentially turn a negative experience into a positive one.

In contrast, offering a discount immediately might seem like a quick fix, but it does not address the root of the customer’s dissatisfaction. Redirecting them to a manager could make the customer feel neglected or that their concerns are not important enough to handle at your level. Dismissing their complaints as minor can further aggravate the situation, leading to increased dissatisfaction and possibly losing their business. Therefore, listening and empathizing serves as the most effective strategy for resolving complaints and fostering customer loyalty.