According to customer advocacy principles, which action is least appropriate when solving a problem?

The least appropriate action when solving a problem, according to customer advocacy principles, is to direct the customer to a higher authority if they are upset. This approach can often make the customer feel belittled or neglected, as it suggests that their concerns are not valid or that you, as the representative, are not equipped to help them. Customer advocacy emphasizes the importance of empathy, active listening, and a personal touch in resolving issues. When a customer is upset, the goal should be to address their concerns directly, showing that you value their experience and are committed to finding a resolution.

In contrast, listening actively to the customer’s issues, apologizing for the inconvenience, and providing a solution aligned with company policy are all actions that demonstrate a commitment to customer care and satisfaction. These actions foster trust and rapport, which are essential for effective problem-solving in customer service.