Helena dropped her iPhone 8 and shattered the display. Her technician, Carlos, aligned with her disappointment and assured her that he could get it fixed that day. She began crying and asked to speak to a manager. What should Carlos have done to keep the situation from escalating? (Choose two.)
A. Carlos should have built rapport with his customer by getting to know her as a person. He may have found out that something frustrating happened before coming in to the store, and she is already upset.
B. Nothing. The customer is just an unreasonable person. Carlos has no control over the policy, and she has to accept that.
C. Carlos should have acknowledged how important it is to have a working iPhone, especially because it is more than just a phone to most people.
D. Carlos should have brought in a manager as soon as he saw that it was accidental damage. These situations never go well, and they usually end in a manager giving the repair to the customer for free.
E. Carlos should have let the customer know that he is not authorized to override the cost of the replacement.
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