When experiencing customer dissatisfaction, what is the first step to address the situation according to TCS?

Listening to the customer is a crucial first step in addressing customer dissatisfaction because it demonstrates empathy and shows that you value their opinion. By actively listening, you gain a deeper understanding of the issue at hand and the specific concerns that the customer has. This not only helps in de-escalating the situation but also creates a connection that can lead to more effective problem-solving.

Effective listening involves giving the customer your full attention, acknowledging their feelings, and allowing them to express their frustrations without interruption. This process can lead to a more informed response and potential solutions that truly meet the customer's needs.

In contrast, asking a customer to leave takes away their opportunity to voice their concerns and does not contribute to resolving the issue. Offering a discount immediately may seem like an attractive option, but it could be perceived as dismissive if the underlying problem is not addressed first. Redirecting them to a manager might be necessary in some cases, but it does not provide the immediate, personal interaction that can often resolve customer grievances more effectively at the moment they arise.