How should a PSE Window Clerk respond to a frustrated customer?

A PSE Window Clerk should respond to a frustrated customer by listening, empathizing, and resolving the issue because this approach helps to establish a connection with the customer and acknowledges their feelings. Listening actively allows the clerk to understand the root of the frustration and demonstrates that the customer is being heard. Empathy is crucial because it helps to diffuse anger or frustration by showing the customer that their concerns are valid and taken seriously.

Resolving the issue not only addresses the customer’s immediate needs but can also lead to a positive outcome that restores their confidence in the service provided. This method is effective in customer service because it encourages communication and builds rapport, turning a negative experience into a more positive interaction.

Other responses, such as ignoring the complaints, might leave the customer feeling dismissed and even more frustrated. Transferring the customer to a manager could be appropriate in certain situations, but it should not be the first step unless the clerk is unable to resolve the issue. Similarly, providing a refund without understanding the situation could lead to further complications and does not necessarily address the customer's emotional concerns. Thus, the comprehensive approach of listening, empathizing, and resolving creates a more satisfactory experience for the customer.