D11. A customer tells you they are unhappy with a product they purchased in your establishment. Who is responsible for resolving this situation? (a) You. (b) Human Resources. (c) Your manager. (d) Your work team. D12. The customer is upset and is starting to yell. What is the best thing you can do? (a) Walk away from the situation and allow the customer time to calm down. (b) Call the police. You need to control this situation guicldy before it escalates. [ch Start to raise your own voice. so you can be heard over the customer. You need to regain control of the situation before you can staJt resolving if. (d) Ask the customer to accompany you to a quiet area away from others, so you can discreetly and courteously deal with the situation. E13. The customer is demanding a full refund and compensation for the product they ate complaining about. You offer the customer an immediate refund but you cannot offer compensation as you do not have authority to do this. The customer angrily rejects your offer. What do you do? (a) Offer the refund again and explain why you cannot give them any form of compensation. (b) Contact your supervisor or manager for assistance. (ch Offer compensation to appease the customer and explain it to the supervisor later. (d) Contact the product's supplier and request them to offer the customer compensation as the product is their responsibility