You Are Confronted by an Angry Customer Who Feels They

Multiple Choice

You are confronted by an angry customer who feels they deserve special treatment outside of your normal customer service policy. You know the customer is in the wrong but you can tell he is very upset. Which of the following is the appropriate reaction for you?

A) maintain a sad expression
B) maintain a happy expression
C) maintain a pleasant expression
D) maintain a concerned expression
E) maintain an angry expression