Elizabeth is working with a customer that is unhappy with their food. She offered the customer to remake the food. When the customer declined that as a solution, she made the food free. When that didn't make the customer happy, she went to get the manager. The steps she followed were pre-planned to help guide employees on how to address issues with unhappy customers. This type of step-based, detailed guideline is called a(n): Question 2 options: Procedure Policy Implementation plan Assessment