What should employees avoid when responding to complaints?

When responding to complaints, employees should avoid making excuses or hiding mistakes because doing so can create a sense of distrust and frustration for the customer. When an employee tries to divert blame or downplay a problem rather than acknowledging it, it can escalate the situation and further alienate the customer. Customers appreciate honesty and transparency, and by owning up to mistakes, employees can demonstrate accountability and a willingness to improve.

In contrast, listening attentively to the customer, offering possible solutions, and expressing empathy are all crucial aspects of effective complaint handling. These approaches foster a positive dialogue and can help to resolve issues, ultimately enhancing customer satisfaction and loyalty.