USPS SSA Window Practice Exam

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What should you not say to a customer experiencing frustration?

I understand how you feel
I'm sorry, please explain
It’s not my problem
Can I offer assistance?

The correct answer is: It’s not my problem

The choice of "It’s not my problem" is certainly the most inappropriate response to a customer experiencing frustration. This response fails to acknowledge the customer's feelings and concerns, which is critical in a service role. Customers seek a level of empathy and assistance when they are frustrated, and this phrase dismisses their issues entirely. In contrast, expressing understanding by saying "I understand how you feel" shows empathy and validates the customer's emotions. Apologizing and asking for further explanation demonstrates a willingness to resolve the issue. Offering further assistance also reflects a customer-centric approach, signaling readiness to help resolve the customer's frustrations. Therefore, "It’s not my problem" stands out as a response that would likely aggravate an already upset customer, making it essential to avoid such a statement in customer service interactions.