Southwest Airlines Professional Communications Certification Practice Exam

What communication style is recommended for addressing customer complaints?

1. Assertive and aggressive

2. Calm and empathetic

3. Passive and dismissive

4. Overly formal and detached

The correct answer is: Calm and empathetic

The recommended communication style for addressing customer complaints is calm and empathetic because it fosters a positive interaction and helps to resolve issues effectively. When a representative approaches a complaint with a calm demeanor, it can help to de-escalate any tension and make the customer feel heard and valued. Empathy involves understanding and acknowledging the customer's feelings, which can build trust and rapport, leading to a more satisfactory resolution for both parties. In contrast, communication styles that are assertive and aggressive can escalate the situation further, leading to additional frustration for the customer. A passive and dismissive approach does not provide the customer with the attention and validation they need, potentially making them feel undervalued. Lastly, being overly formal and detached can create a barrier in communication, making it difficult for customers to express their grievances or feel understood. Thus, a calm and empathetic approach is fundamental in effectively addressing customer complaints.