What should customer service representatives prioritize when dealing with dissatisfied customers?

When dealing with dissatisfied customers, prioritizing listening to the customer's concerns is crucial. This approach allows representatives to fully understand the root of the customer's dissatisfaction, which can vary from unresolved issues, poor service experiences, or unmet expectations. Listening actively can help customers feel valued and understood, fostering a connection that may alleviate their frustration.

By focusing on the customer's feelings and concerns, representatives can gather important information that will guide them in providing an effective resolution. Moreover, active listening encourages customers to express themselves, which may lead to a clearer understanding of what they need and how best to address their issues. This ultimately contributes to a more positive customer experience and can lead to increased loyalty, even after a complaint.