Which action is NOT appropriate when dealing with a dissatisfied customer?

Blaming company policy for a customer's dissatisfaction is inappropriate because it dismisses the customer’s feelings and does not address their concerns constructively. When customers express dissatisfaction, they seek understanding and support rather than being told that company policies are the reason for their negative experience. This response can escalate the situation by making the customer feel invalidated and frustrated, as it suggests their concerns are not worthy of personal attention or resolution.

In contrast, actively listening to a customer’s concerns helps to create a rapport and shows that their feelings are valid. Offering solutions that have worked in the past demonstrates willingness to assist and leverage previous successes to resolve current issues. Expressing empathy acknowledges the customer’s feelings and fosters a positive interaction, furthering the customer's sense of being valued and understood. Each of these appropriate actions contributes to effective customer service and the potential for a positive outcome, while blaming policy can lead to further discontent and resentment.