Gloria is the front desk executive at an organization. Her colleague, Liam, handles customer complaints. Liam has requested Gloria to answer all incoming calls while he is in a meeting. The first call Gloria receives is from a customer complaining about the delayed delivery of a product. Gloria is not sure about the organization's policies toward delayed deliveries. To cultivate a good customer-service image, what would be the best action for Gloria to take?
A. She should get Liam on the line after the meeting and make the customer repeat the entire story.
B. She should respond only in those areas in which she is qualified, and quickly refer the customer to someone who can help.
C. She should promise the customer a 50 percent discount on his purchase to get the customer off the telephone as soon as possible.
D. She should blame the organization's logistics department for this problem, and let the customer know that she is only a helpless front desk employee.
Answer: B
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