What is the first step in handling a customer complaint?

Acknowledging a customer's concerns is the foundational step in effectively handling a complaint. This action demonstrates to the customer that their feelings and issues are being taken seriously, fostering a sense of respect and understanding. When customers feel heard, they are often more amenable to working toward a resolution.

By acknowledging their concerns, the teller sets the stage for a constructive dialogue where the customer can express their issues in detail. This approach not only builds rapport but also allows the teller to gather pertinent information that will aid in addressing the complaint more effectively.

Moving on to the other options, verifying account details typically comes later in the process, after the initial acknowledgment has been made. Immediate compensation may seem like a fast solution, but it is essential first to understand the complaint fully before determining if compensation is warranted. Referring to a manager might be necessary in more complex situations, but starting with acknowledgment ensures that the customer feels valued and cared for from the very beginning.