Question 7 / 15During the breakfast rush, an angry customer asks to speak with your supervisor about one of your coworkers who was rude to her. Your supervisor hasn't arrived yet.What would you do?Politely explain that the morning rush makes things chaoticExplain that she'll need to wait because your supervisor hasn't arrived yetTell her you'll be sure to report your coworker to your supervisor when they arriveApologize and offer to take her information so your supervisor can call when they arrive

1. Apologize to the customer for the inconvenience.
2. Offer to take her contact information.
3. Assure her that your supervisor will call her as soon as they arrive.

Supplemental Knowledge

Handling customer complaints effectively is a critical skill in customer service. When faced with an upset customer, especially during busy times like the breakfast rush, it's important to manage the situation calmly and professionally. Here are some key principles:

1. Empathy and Acknowledgment: Show that you understand the customer's frustration and acknowledge their feelings.
2. Immediate Action: Even if you can't resolve the issue immediately, taking some form of action can help de-escalate the situation.
3. Communication: Clearly communicate what steps will be taken to address their concern.
4. Follow-Up: Ensure that there is a plan for follow-up so the customer feels their issue is being taken seriously.

Knowledge in Action

Imagine yourself at a bustling coffee shop during peak hours when an angry customer approaches you about an unpleasant interaction between employees. By handling this effectively, you could turn what could otherwise have been an uncomfortable and distressful situation into one that works in favor of both sides: customer and establishment alike.
Apologizing sincerety and offering to take down their information shows you are taking their complaint seriously and may help restore calm within the customer, and also demonstrates your desire to resolve their problem when your supervisor arrives.

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