Question

When dealing with a customer who is complaining about a mistake your company has made, it is BEST to:
Apologize for your company's mistake, even if you were not the one who made the mistake.
Transfer blame for the error onto a different company.
Change the focus of the conversation from your company's mistake to the things your company has done well.
Transfer blame for error onto a different person in your company-

Answer 1

Apologize for your company's mistake, even if you were not the one who made the mistake.

Reason: Taking ownership and expressing sincere apology calms the customer, shows empathy, preserves trust, and opens the way to a resolution. Shifting blame or changing the subject escalates frustration and damages the relationship.