What should the first response to a complaint typically convey?

The first response to a complaint should convey empathy because this approach helps to acknowledge the feelings and frustrations of the person making the complaint. Demonstrating empathy establishes a connection and shows understanding, which can disarm potential anger and create an environment where the individual feels heard and valued. When a responder expresses empathy, it sets a positive tone for the interaction, indicating that the complaint is being taken seriously and that the responder genuinely cares about resolving the issue.

In a customer service context, empathizing with a customer's experience can lead to improved satisfaction and loyalty, even when issues arise. This positive engagement contributes to trust-building and can enhance the overall relationship between the service provider and the customer.