This example shows that in terms of customer dissatisfaction, when things go wrong, all of the following actions should take place EXCEPT:

a$.$ An employee needs to be capable of fixing the problem.

b$.$ An employee needs to empathize with the customer.

c$.$ An employee needs to forward the email to her boss to resolve the problem.

d$.$ Research suggests that the primary means to regaining the customer is through an empowered frontline employee.