A caller complains of a situation in which your company did not provide satisfactory customer service. You should...
a. Explain that you need them to tell you the facts of the situation because you can make a determination.
b. Always assume they are telling you the truth and then proceed to get the facts.
c. Always assume they are not telling the truth and that they are just angry because they did not get their way.
d. Ask them to be honest with you before you take the time to get the facts.