Select the box below that describes your first instinct.
Think about the situation below:
A frustrated customer calls to inquire about the status of their delivery because it did not show up this morning as expected.
Option #4
Tell them to settle down and inform them you're not to blame.
Option #3
Let them get their rant over, then do what you can to lighten the mood.
Option #2
Investigate the issue thoroughly. Before you decide what to do next, you need to understand why this happened.
Option #1
Respond to their anger by apologizing, hoping they’ll calm down.
