When calling a customer by phone to address a problem or disappointment, you should describe the problem and apologize, offer an explanation and resolution, and

a$.$ provide resale information or promote products and services.

b$.$ come to an agreement on a refund or compensation.

c$.$ suggest a face$-$to$-$face meeting to resolve any remaining issues.

d$.$ follow up with a written message that documents the phone call and promotes goodwill.