Roselle Was Upset with the Service She Received When She

Roselle was upset with the service she received when she was trying to purchase a handbag at a store. First, the salesperson seemed preoccupied with a conversation with another associate. When she finally acknowledged Roselle's presence, the salesperson offered no assistance to Roselle and had minimal information about merchandise. Roselle plans to make a formal complaint to the management. What should the store manager do to recover from this service failure?

A) Motivate sales associates to have an antagonistic attitude while dealing with the customer complaint.
B) Encourage the customer to complain without interruption and then give a sympathetic response.
C) Instruct sales associates to always assume they know what the customer is complaining about.
D) Ensure that the customer is referred to several different store employees to get the issue resolved.
E) Tell the customer to leave feedback on the store's website.

Correct Answer:

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