To ensure customer satisfaction, what should an employee do when addressing a customer's concerns about rates?

When addressing a customer's concerns about rates, showing empathy and actively engaging with the customer is crucial for ensuring satisfaction. By thanking the customer and asking rapport-building questions, the employee fosters a positive and open dialogue. This approach demonstrates that the employee values the customer's feelings and opinions, which can lead to a better understanding of the specific concerns at hand.

Building rapport is important in customer service, as it helps to establish trust and makes the customer feel heard and appreciated. When customers feel comfortable, they are more likely to express their concerns in detail, allowing the employee to address specific issues more effectively. This method can lead to a resolution that satisfies the customer, as they feel their voice has been acknowledged and their concerns taken seriously.

Other approaches, such as ignoring complaints or redirecting the conversation to company policies, can frustrate customers further and lead to dissatisfaction. Offering a discount without first understanding the customer's concerns may also come off as dismissive and could risk appearing insincere, as the root of the problem has not been addressed. By focusing on building rapport, the employee is setting the stage for a more constructive and positive interaction.