In your role as the Customer Service Manager you are on the front desk substituting for lunch for one of your team. A guest arrives at the front desk and is very upset with their stay last night. It was the first night of a week-long stay. They have noted the following issues are a concern: Pillows were not firm enough during their sleep last night There was hair in the bathroom upon their arrival yesterday The guests in the neighbouring room where very noisy last night They exclaim they will post negative reviews on social media if they are not addressed and fixed by lunchtime today. a. How will you identify the impact of this conflict on the individuals and the business? b. How would you take responsibility for finding a solution