A long-term customer expresses dissatisfaction with a recent product upgrade. How would you address their concerns?
- Offer a refund or compensation for their inconvenience
- Listen to their feedback, investigate the issue, and propose a solution
- Explain the benefits of the upgrade and encourage them to reconsider
- Apologize for the inconvenience and promise to rectify the issue
Option 2 is correct because it demonstrates empathy towards the customer's dissatisfaction and shows a proactive approach to resolving the issue. Simply offering a refund may not address the underlying problem, and merely explaining the benefits may come across as dismissive. Apologizing and promising to rectify the issue is a good start, but without investigating and proposing a solution, the customer's concerns may not be fully addressed.
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