What approach helps in handling customer complaints effectively?

The chosen response emphasizes a proactive and empathetic approach to handling customer complaints, which is crucial in customer service. By remaining calm, it helps to de-escalate any heightened emotions and fosters a more productive interaction. Showing respect establishes a foundation of professionalism and recognition of the customer's concerns.

Listening is equally important, as it allows the customer to feel heard and understood, and showing empathy helps to validate their feelings. Listening "between the lines" refers to the ability to pick up on the underlying emotions or concerns that the customer may be voicing, even if they are not stated directly. This depth of understanding can lead to a more tailored response, ultimately leading to greater customer satisfaction and resolution of the issue.

The other approaches fail to incorporate these essential elements. Indifference or anger would naturally alienate the customer and escalate the situation. Arguing with the customer undermines the opportunity for resolution and can exacerbate dissatisfaction. The option involving apologizing and giving a discount may resolve the immediate complaint but lacks the depth of engagement and understanding necessary for long-term customer satisfaction and loyalty. Thus, response C stands out as the most effective and constructive method for handling complaints.