A customer is upset about an interaction with one of your coworkers. What would you be most and least likely to do or say?
a. That sounds upsetting. I'm sorry she wasn't able to help. I'm certain I can. Would you mind explaining the issue to me?
b. Do you happen to remember her last name? I want to make sure she gets this feedback.
c. Her behavior is certainly not characteristic of the service we aim to deliver. I apologize on her behalf.
d. Thank you for making us aware of this issue-we appreciate it. Let me transfer you to my supervisor so you can file a formal
