What should be the first step when receiving negative feedback from a customer?

When receiving negative feedback from a customer, the first step should be to thank them for their feedback. This action acknowledges the customer’s experience and demonstrates that their opinion is valued. Expressing gratitude opens a line of communication and can help de-escalate any frustration the customer may have.

By thanking the customer, you create a positive interaction that allows for further dialogue. It shows respect for their perspective and invites them to share more details about their experience, which can lead to better understanding of the issue at hand. This approach lays the groundwork for constructive resolution and may ultimately lead to improved customer satisfaction.

The other options do not foster a productive interaction with the customer. Dismissing their concerns would likely exacerbate the situation, making the customer feel unheard and potentially leading to negative perceptions of the company. Apologizing immediately might seem appropriate, but without first understanding the full context of the feedback, it may come off as insincere or premature. Changing company policy in response to a single complaint can also be impractical and may lead to disruption without clear justification.