$18.$ A customer calls a software company's customer support line regarding technical

issues with their software. The support agent is unable to resolve the issue during

the call. What would be the best course of action for the agent to take next?

A$.$ Arrange a follow$-$up call or email to provide further assistance.

B$.$ Promise the customer a solution within $24$ hours.

C$.$ Transfer the call to another department without explanation.

D$.$ Advise the customer to seek help from an IT professional.

$19.$ During a flight, a passenger's luggage is damaged by mishandling by the airline

staff. How should the airline handle this situation to ensure customer satisfaction?

A$.$ Deny responsibility and refuse compensation for the damaged luggage.

B$.$ Apologize to the passenger and offer a discount on their next flight.

C$.$ Ignore the passenger's complaint and hope they don't escalate the issue.

D$.$ Provide immediate reimbursement for the damaged luggage and offer assistance

in filing a claim.