The Correct Answer and Explanation is:
The correct answer is: Apologize and offer to take her information so your supervisor can call when they arrive.
This is the most professional and effective response because it successfully navigates a difficult customer service scenario with empathy and proactive problem-solving. The primary goal is to de-escalate the customer’s anger and provide a clear path toward a resolution, even when an immediate one is not possible.
This option accomplishes several crucial objectives. First, leading with an apology is essential. It immediately validates the customer’s feelings and shows that you take her complaint seriously. This simple act of empathy can significantly lower tension and make the customer more willing to work with you. It signals that you are on her side and want to help.
Second, offering to take her contact information for a callback is a concrete, actionable solution. It directly addresses her request to speak with a supervisor and assures her that her issue will be handled by the correct person. This demonstrates accountability and provides the customer with a clear expectation of what will happen next. It turns a moment of frustration into a structured process for resolution, showing that the establishment values her business and feedback.
The other options are far less effective. Explaining that the morning rush is chaotic sounds like an excuse and dismisses her valid complaint about a coworker’s rudeness. Telling her to wait is blunt, unhelpful, and likely to escalate her anger. Promising to report the coworker focuses on an internal disciplinary action rather than the customer’s desire to be heard directly by management. The chosen answer is the only one that respects the customer’s request, validates her feelings, and provides a professional solution.
