A business should have clear __________ on how the customer service team should respond to negative feedback.

A business should have clear guidelines on how the customer service team should respond to negative feedback because guidelines provide a flexible framework that allows team members to utilize their judgment while still adhering to the company's overarching principles. Guidelines are designed to be adaptable and help employees understand the best practices for dealing with various situations they may encounter. They typically outline expected behaviors and general approaches, leading to consistent and effective responses to customer concerns.

In contrast, policies tend to be more rigid and formalized rules that may not allow for the nuance necessary in customer interactions. Protocols are often detailed step-by-step procedures that apply to specific scenarios, which could limit the responsiveness of the team in dynamic situations. Strategies focus more on long-term goals and overall plans rather than the immediate, situational responses needed when handling negative feedback. Therefore, guidelines strike the right balance between providing direction and allowing flexibility in customer service responses.