A caller explains that a printer arrived with a cracked tray. The agent says, "Let me make sure I have this right: the tray was cracked when the box arrived." Which step is this?

A guest says her hotel room was not cleaned. The front desk clerk replies, "I am sorry that happened, and I understand why you are upset." Which complaint-handling step is this?

A customer says a jacket zipper broke. The clerk replies, "I can replace it today or issue store credit; which would you prefer?" Which step is the clerk doing?

A week after replacing a backpack, a store employee emails the customer to ask whether the new zipper works correctly. Which complaint-handling step is this?

A customer has already been heard and apologized to about a missing part. Which step comes next?

A gym member renews for a third year even after a cheaper gym opens across the street. What customer-service concept does this behavior show?

A shopper says, "The exchange solved my problem today," after her first visit to a store. What concept is shown?

A software company reports that most customers who contacted support kept their subscriptions instead of canceling. What concept is the company measuring?

After a rude checkout, a diner posts a one-star review and tells teammates not to go there. Which concept does her review and warning show?

A garden center estimates that keeping one landscaper will bring $9,000 in purchases over the next three years. What concept is it estimating?

The accounting department asks the IT desk to reset a company employee's login. In this service request, what kind of customer is accounting?

A parent calls a tutoring business to schedule lessons for her child. To the scheduler, what kind of customer is the parent?

The warehouse supervisor asks payroll to correct hours for the company's own delivery team. What kind of customer is the supervisor?

Return policy: full refund within 30 days; store credit with receipt after 30 days. A customer comes on day 36 with an unopened item and receipt. What response fits the policy?

Coupon policy: expired coupons cannot be accepted, but employees may check current discounts. A customer presents a coupon that expired yesterday. What should the cashier say?

Bakery policy: cake flavor changes close 48 hours before pickup; within 48 hours staff may add a paid message plaque if available. With 24 hours left, a customer asks to change flavor. What response follows the policy?

Headphone policy: opened items are not refunded after 14 days; staff may help with manufacturer warranty information. On day 18, a customer wants a cash refund. What response follows the policy?

A customer spends $30 each week. After a bad service experience, she leaves and two friends stop coming too. Over 52 weeks, how much annual sales does the store lose from all three?

A catering customer orders $75 each month. Poor service causes that customer and one neighbor to stop ordering. Over 12 months, how much annual sales is lost from both customers?

A contractor buys $120 per visit, twice each month. After a complaint is ignored, that contractor and three other contractors stop buying. Over 12 months, how much sales is lost from all four?