What should be done to effectively respond to customer complaints?

The best approach to effectively respond to customer complaints is to apologize and listen with empathy. This method addresses the customer's feelings and acknowledges their frustration, which can help de-escalate the situation. By actively listening, the assistant store manager demonstrates that they value the customer’s concerns and are committed to resolving the issue.

Empathy allows the customer to feel heard, which not only helps in calming them but also builds trust in the service they are receiving. Following this approach can lead to a more satisfactory resolution of their complaint, resulting in a positive experience even if the initial issue was negative.

Other options may not foster a productive resolution. Making excuses can add to the customer's frustration and further exacerbate the complaint. Redirecting the customer might give the impression that their concern is not taken seriously, leading to dissatisfaction. Offering discounts without understanding the issue risks devaluing the customer's experience and does not address the root cause of their complaint, which is essential for improving service in the future.