When facing customer issues, what is a good practice for staff to follow?

Suggesting a way to fix the problem is a crucial practice when addressing customer issues. This approach demonstrates active listening and commitment to resolving the customer's concerns. By offering potential solutions, staff can help restore the customer’s faith in the service, show empathy, and contribute to a more positive experience. It conveys that their issue is taken seriously and prompts constructive dialogue.

Offering solutions allows for collaboration between staff and the customer, which can lead to effective problem-solving and greater customer satisfaction. It also reflects positively on the organization, as customers are likely to appreciate efforts made to help them. In a transit context, practical suggestions could range from providing alternative routes, offering refunds, or explaining policy changes that affect the customer's experience.