You are put in contact with a customer, Sheela, who is quite upset. After reviewing Sheela's notes within your computer system, you see that in the last two weeks she has spoken with numerous representatives regarding the same issue. It is obvious after reviewing the notes, that there is nothing you can do for the customer at this point related to her issue.

Which statement is MOST like how you would respond?
a. Tell the customer that you are very sorry, but that there is nothing the company can do to resolve her issue. Ask if she would like to speak with a manager.
b. Apologize to the customer. Ask her for more detail on why she believes the company should be able to assist her. Determine if there is a separate issue you could help her with.
c. Take some extra time to discuss in detail with the customer exactly why you are unable to assist her with this issue.
d. Let the customer know that you wish there was something you could do for her, but that you simply cannot. Apologize and ask if