What action should a service consultant avoid when the customer has a complaint?

In the context of handling customer complaints, defending the service department immediately is not a productive or effective action. When a customer presents a complaint, it is essential for the service consultant to first listen to the customer's concerns without becoming defensive. This demonstrates respect for the customer's feelings and perspectives.

By immediately defending the service department, the consultant risks alienating the customer further and escalating the situation. Such a reaction can create a perception that the service department is not willing to acknowledge the customer's issue, which can hinder resolution and negatively impact customer satisfaction.

Instead, successful handling of complaints involves active listening, empathizing with the customer’s feelings, and taking notes for future reference, all while working towards an understanding of the problem and a resolution. These actions help to build rapport and trust between the consultant and the customer, ultimately leading to a more positive outcome.