Customer Service Test 2025 – 400 Free Practice Questions to Pass the Exam

Question: 1 / 400

Which approach is recommended when a customer expresses dissatisfaction?

Tell them to calm down

Listen fully to their concerns

Listening fully to a customer's concerns is essential in customer service, especially when they express dissatisfaction. This approach demonstrates empathy and validates the customer’s feelings, making them feel heard and respected. By taking the time to understand their issues, you can gather important information that may help you identify the root cause of the problem and address it effectively.

Moreover, active listening allows you to ask clarifying questions, ensuring you comprehend their point of view accurately. This not only aids in developing a solution tailored to the customer’s needs but also builds rapport and trust, which are critical in customer service relationships. Ultimately, when customers feel that their concerns are taken seriously, they are more likely to feel satisfied with the resolution, leading to a more positive overall experience.

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Dismiss their feelings

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