What is not considered a positive outcome of a customer follow-up call?

The correct answer highlights that confronting customers with negative feedback is not a positive outcome of a customer follow-up call. In a customer service context, follow-up calls are designed to enhance the customer experience, reinforce the relationship between the business and the customer, and gather valuable insights into customer satisfaction.

When follow-up calls are approached with the goal of reinforcing service quality, understanding customer feedback, and building relationships, they contribute to a positive service environment. It’s essential to create a dialogue that encourages customers to share their thoughts and experiences openly, fostering a sense of trust and engagement.

Confronting customers about negative feedback, however, can create a defensive atmosphere where customers may feel attacked or uncomfortable sharing their true feelings. This action can lead to a breakdown in communication and damage the customer relationship, negating the intentions of the follow-up call, which should instead be focused on support and improvement.