What step should a service consultant take when experiencing a high-traffic situation with complaints?

The recommended step for a service consultant in a high-traffic situation with complaints is to let the customer explain fully before responding. This approach is crucial for several reasons.

First, it demonstrates active listening, which is fundamental in customer service. Allowing the customer to fully express their concerns shows that their opinions are valued, fostering a sense of respect and trust in the service process. When customers feel heard, they may be more receptive to solutions and feel satisfied with the overall service experience, even if it takes longer to address the issue.

Second, this practice provides the consultant with all necessary details regarding the complaint before attempting to resolve it. Understanding the complete context allows the consultant to offer more accurate solutions tailored to the customer's specific issue, rather than making assumptions based on partial information.

Third, taking the time to listen can help diffuse tensions. Customers who feel their frustrations are acknowledged often become calmer and more cooperative during problem resolution.

In contrast, assigning blame to the technician or quickly resolving complaints without listening can result in misunderstandings and further dissatisfaction. Diverting complaints to another employee may also give the impression of evading responsibility, which can frustrate customers. Taking the time to build rapport and understanding is key in effective customer service management.