When customers have questions or complaints, what should employees do?

When customers have questions or complaints, explaining the business's policies is a valuable approach because it helps to clarify the situation for the customer. By providing detailed information about the company's policies, employees can address the customer’s concerns effectively and ensure that customers understand the rationale behind certain procedures or decisions. This not only aids in resolving the immediate issue but also fosters a sense of transparency and trust.

Furthermore, clearly communicating the policies can prevent misunderstandings and set appropriate expectations for customers, which is crucial in maintaining a positive relationship with them. This approach promotes customer satisfaction as it makes them feel informed and respected.

Other options may not be as effective. For instance, simply referring customers to management could delay resolution and may make the customers feel their concerns are being dismissed. Providing a booklet to read may not address immediate questions and can come off as impersonal or unhelpful. Calling a supervisor for help could be necessary in more complicated situations, but it’s often more efficient to first address the issue directly with the information available to the employee. Providing policy explanations balances customer service with effective communication.