What is the first step in dealing with customer complaints?

Listening carefully to the customer is the essential first step in dealing with complaints because it demonstrates empathy and understanding. This action allows the customer to feel heard and valued, which can help to defuse their frustration. By actively listening, a service representative can gather crucial information about the customer's concerns, which is vital for addressing the issue effectively.

Addressing a complaint without first listening may lead to misunderstandings or a lack of acknowledgment of the customer's feelings. It also can result in inadequate solutions being offered, as the representative may not fully grasp the nature or severity of the complaint. Ultimately, listening carefully sets a positive tone for the interaction and paves the way for a constructive resolution.