When a customer expresses a concern, what should follow an apology?

When a customer expresses a concern, it is essential to acknowledge their feelings and apologize for any issues they have encountered. Following an apology with a solution that addresses their concern can help in rebuilding trust and maintaining the customer relationship. Giving them what they want signifies that you are taking their complaint seriously and are committed to resolving the issue. This could mean providing a replacement, offering to fix the problem, or accommodating their requests appropriately to ensure their satisfaction.

In contrast, merely offering a discount may not fully address the underlying issue the customer is facing. Therefore, while it may seem like a reward, it does not necessarily resolve their concern comprehensively. Ignoring their request would be detrimental as it dismisses the customer's feelings and does not provide a solution. Taking a break also does not engage with the customer's needs and could prolong their dissatisfaction. Thus, following an apology with an effort to fulfill the customer’s needs is crucial for effective customer service.