You are the manager of a pet store.You've received a written customer complaint whereby the customer states that he deserves a refund.The customer states that none of the products he has purchased have worked and the staff in the store "never know what they are talking about."

Explain how you would address the customer's complaint.Be sure to address each of the five steps in the problem solving process and give examples of things you might say or do in order to complete each step.