A customer on the telephone says she is unhappy with your store's return policy. What should you do FIRST?

• A. Listen actively to what the customer says to understand her complaint.
• B. Tell the customer that other shoppers are happy with your store.
• C. Repeat the complaint to a teammate and ask for suggestions.
• D. Suggest other ways the company might address the customer concerns.

Answer: (A)

Active listening is the first step in handling a customer complaint over the phone. By giving your full attention, you acknowledge the customer’s feelings and gather accurate details about what’s wrong with the return policy and what outcome she’s hoping for. Mirroring or paraphrasing what you’ve heard and asking a couple of clarifying questions helps ensure you truly understand the specific issue and can respond appropriately. This approach also helps de-escalate emotions, so you can calmly explain the policy or offer suitable alternatives without misunderstandings.

Dismissing her with examples of other shoppers’ experiences bypasses her concern and can feel unfair or irrelevant. Delaying the conversation by consulting a teammate before addressing the customer stalls resolution and accountability. Proposing alternative solutions before you fully understand the complaint risks offering options that don’t fit her needs or the policy. Starting with listening keeps the conversation grounded in her situation and sets up a more effective, respectful resolution.