Southwest Airlines Professional Communications Certification Practice Exam

When handling complaints, which approach is inappropriate?

1. Loud, direct, and rude behavior

2. Calm and collected responses

3. Active listening

4. Empathetic communication

The correct answer is: Loud, direct, and rude behavior

The approach characterized by loud, direct, and rude behavior is highly inappropriate when handling complaints for several reasons. First, this demeanor can escalate tensions rather than defuse them, making the situation more confrontational and potentially leading to further dissatisfaction. It can also damage relationships with customers or colleagues, as a lack of respect and consideration may cause them to feel undervalued. On the other hand, calm and collected responses, active listening, and empathetic communication are all essential techniques for effectively managing complaints. Maintaining composure helps to create a safe space for the individual expressing their concerns, while active listening ensures that the specifics of the complaint are fully understood. Empathetic communication fosters a connection between the parties, helping the complainant feel validated and supported in their experience.