Which approach is least effective when dealing with a dissatisfied customer?

When addressing a dissatisfied customer, maintaining a calm demeanor, listening to their concerns, and offering practical solutions are all fundamental strategies aimed at resolving the issue and restoring customer satisfaction. Becoming defensive and combative, however, is counterproductive. This behavior can escalate the situation, making the customer feel that their concerns are not valid and that their emotional response is unwarranted. It can create a confrontational environment that closes off communication rather than encourages dialogue.

In customer service, the goal is to de-escalate the frustration of the customer and to work towards a resolution that acknowledges their feelings and needs. Being defensive can further alienate the customer, making it difficult to regain their trust or resolve their issue effectively. Thus, adopting a combative stance is the least effective approach when dealing with dissatisfaction, as it undermines the principles of empathy and service that are central to effective customer interaction.