Yesterday, a Customer Service Rep $($CSR$)$ lost their temper with a frustrating customer. The customer wouldn't listen to the CSR or follow the steps the CSR was describing to solve the problem. After almost $30$ minutes of trying to help the customer, the CSR yelled at the customer, $"$If you would just shut up and listen to me$,$ your issue would be fixed!" The customer emailed Amrita to report the CSR$\text{'}$s rude behaviour. All customer calls are recorded for training purposes, so Amrita listened to the entire call $$ and heard the CSR try to be patient and professional, but finally give in to their frustration with the customer. There has never been a complaint about this CSR until now, but Amrita has decided to terminate the CSR$\text{'}$s employment with cause, because yelling at a customer is always unacceptable.

State whether you agree or disagree with their proposed approach and why$/$why not.

Use course content to support your response, including the basis for why you agree or disagree.

Include specific advice you would provide to correct$/$alter their proposed approach or to address the issues. Use course content to support$/$justify your advice. Include any applicable legislation.

Question $36$ options: