Question

your company failed to send an overnight delivery that was promised to a customer. when the customer calls to complain, you should take all of the following steps except:

blame the overnight delivery service for the error.

accept responsibility for the error and apologize for the delay.

ship immediately and call later to confirm delivery.

if possible, give a small discount or free product or service to compensate for the delay.

Explanation:

In customer service (a key aspect of Business, specifically related to handling customer complaints), blaming the delivery service instead of taking responsibility is unprofessional and not a recommended step. Accepting responsibility, resolving the issue (shipping immediately, confirming), and compensating are positive steps to retain customer trust. So the step that should not be taken is blaming the delivery service.

Answer:

A. Blame the overnight delivery service for the error.