Question

when dealing with a customer who is complaining about a mistake your company has made, it is best to:

apologize for your company’s mistake, even if you were not the one who made the mistake.

transfer blame for the error onto a different company.

change the focus of the conversation from your company’s mistake to the things your company has done well.

transfer blame for error onto a different person in your company.

Explanation:

In customer service, taking responsibility and apologizing (even if not personally at fault) builds trust. Blaming others (different company, colleague) or deflecting (changing focus) damages relationships. So apologizing for the company’s mistake is best.

Answer:

A. Apologize for your company’s mistake, even if you were not the one who made the mistake.