Keith may need some help from his manager. A customer is on the phone and she is really angry. She is threatening to post nasty comments on her blog. What should Keith say to his manager? O a) "She's angry. You deal with it." b) "So she's really angry. Her product never arrived. I think we should offer to send her a replacement product free of charge, but wanted your input." "So l'll tell her to calm down. I think she's overreacting. I doubt she'll post c) anything online." "She's really angry; she ordered the product last Wednesday, Don in customer d) service said it would arrive a week later. It was a dollhouse for her niece, Can you take it from here?"
