This question has two answers.

A customer comes to the front register to complain about the pharmacy. He says they were very slow in getting his prescription ready. He clearly wants to tell someone about his poor experience. What would you be most and least likely to do?

a. Listen to the customer, allowing him to express his frustrations. Apologize on behalf of the pharmacy. Ask if he would like to speak to the manager.
b. Let him know that the team in the pharmacy is actually really good. Explain that they are just extremely busy today.
c. Have someone from the pharmacy come and listen to the customer. Pharmacy staff will be better able to address the issue.
d. Tell the customer you are very sorry for his experience. Offer him a coupon for his next visit to the store.