Choose the most appropriate tone for replying to an unsatisfied customer in professional customer service:
Answer and explanation
Correct answer: C. Empathetic, polite, and solution-focused
- Aggressive or dismissive language harms customer relations and damages organizational reputation.
- Casual or humorous tone can appear trivializing or disrespectful when a client has a serious grievance.
- Passive and evasive language frustrates the customer and fails to address the underlying problem.
- Casual or humorous tone can appear trivializing or disrespectful when a client has a serious grievance.
- Passive and evasive language frustrates the customer and fails to address the underlying problem.
- Step 1: Understand Canadian workplace and customer service communication standards. When addressing customer grievances, the goal is de-escalation, professional brand representation, and issue resolution.
- Step 2: Evaluate the given options :
- Step 3: A professional customer service response must be empathetic (acknowledging the customer's frustration), polite (maintaining decorum), and solution-focused (taking actionable steps to resolve the issue).
Answer
Empathetic, polite, and solution-focused.
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