If a customer is dissatisfied with a proposed solution, what action should a CSR take?

When a customer expresses dissatisfaction with a proposed solution, asking for their input on an alternative solution is essential for several reasons. This approach demonstrates active listening and acknowledges the customer's feelings and perspectives. By inviting the customer to contribute their thoughts, the CSR fosters a collaborative atmosphere where the customer feels valued and empowered, rather than dismissed.

This strategy also opens the door to potentially finding a resolution that better meets the customer's needs. A customer's feedback can provide valuable insights that the CSR might not have considered, leading to a more satisfactory resolution. Overall, engaging the customer in the problem-solving process builds rapport and can enhance their overall experience, ultimately reinforcing customer loyalty and trust in the service provided.