How should employees respond to customer complaints according to Phase 3?

Employees should respond to customer complaints by listening actively, empathizing with the customer, and offering a suitable solution. This approach is essential as it demonstrates that the staff values the customer's feelings and concerns. By listening, employees can fully understand the issue at hand, which helps in accurately assessing the situation. Empathy shows the customer that their feelings are acknowledged, fostering a connection that can transform a negative experience into a positive one.

Offering a suitable solution is crucial because it addresses the customer's needs directly and helps resolve the complaint in a manner that satisfies the customer. This proactive approach can lead to improved customer loyalty and a better overall experience, which is vital for maintaining a positive brand reputation.

Other methods, such as redirecting the customer to a manager or dismissing the complaint, could lead to further frustration and do not adequately address the customer's needs. Defensive tactics focus more on protecting the brand than resolving the issue, which can alienate customers instead of retaining them.