Which of the following is an effective strategy for managing customer complaints?

Listening actively and resolving the issue respectfully is an effective strategy for managing customer complaints because it demonstrates empathy and a commitment to customer satisfaction. When customers feel heard, they are more likely to feel valued and appreciated. This approach allows for a clearer understanding of the issue at hand, enabling you to address their concerns effectively.

Active listening involves paying close attention to what the customer is saying, asking clarifying questions, and summarizing their concerns to show that you understand their perspective. By resolving the issue respectfully, you open the door to constructive dialogue, which can lead to a positive outcome. This not only helps to resolve the immediate complaint but can also enhance customer loyalty and strengthen the overall relationship with the customer.

In contrast, diverting the customer's attention, referring the complaint to coworkers, or telling the customer they are mistaken can lead to feelings of frustration and neglect. These approaches may escalate the customer's dissatisfaction rather than alleviate it, resulting in a negative experience that impacts the brand's reputation.