What is the first step to handling customer complaints?

The best approach to handling customer complaints begins with reassuring the customer. This step is crucial because it helps to establish a connection with the customer and acknowledges their feelings. By reassuring them, you convey that their concerns are being taken seriously, which can help to diffuse any immediate tension. This initial response sets a positive tone for the conversation, making it easier for the customer to express their grievances and for you to understand the issues at hand.

Following the reassurance, the next steps typically involve resolving the situation and possibly escalating it to management if needed. However, without the initial reassurance, the customer may feel dismissed or unvalued, making it more difficult to effectively resolve the issue.