Which action is part of resolving a customer complaint?

Empathizing with the customer's feelings is a crucial action in resolving a customer complaint because it helps to establish a connection and shows the customer that their feelings and concerns are recognized and valued. When a team member demonstrates empathy, it often diffuses tension and creates a more positive interaction. This approach allows the customer to feel heard, which can lead to a more constructive dialogue about finding a solution to their issue.

By validating their emotions, the team leader or employee can better understand the root of the complaint and work collaboratively with the customer to address it. This not only aids in resolving the immediate issue but also fosters customer loyalty and satisfaction. Acknowledging a customer's feelings can transform a negative experience into a more positive outcome for both the customer and the business.