Which statement exemplifies a defensive response from a service rep?

Which statement exemplifies a defensive response from a service rep?

• A. It wasn't me you spoke with, because I would have explained it to you
• B. We can't help you with that
• C. Yes, I agree with you
• D. Let me check with my supervisor

Answer: (A)

Defensiveness in customer service communications shows when a rep deflects responsibility instead of owning the issue and helping the customer. The statement “It wasn’t me you spoke with, because I would have explained it to you” exemplifies that by blaming a previous agent and suggesting the current rep would have explained it differently, which avoids addressing the customer's concern and stalls resolution. This kind of response tends to escalate frustration because it shifts accountability away from the rep and fails to guide the customer toward a solution. In contrast, responses that acknowledge the issue and offer to help—such as promising to review the situation, clarify details, or involve a supervisor for guidance—are constructive and customer-focused.

Defensiveness in customer service communications shows when a rep deflects responsibility instead of owning the issue and helping the customer. The statement “It wasn’t me you spoke with, because I would have explained it to you” exemplifies that by blaming a previous agent and suggesting the current rep would have explained it differently, which avoids addressing the customer's concern and stalls resolution. This kind of response tends to escalate frustration because it shifts accountability away from the rep and fails to guide the customer toward a solution. In contrast, responses that acknowledge the issue and offer to help—such as promising to review the situation, clarify details, or involve a supervisor for guidance—are constructive and customer-focused.