A customer submits a complaint via email and receives no response for five business days. When they call in, what is the priority?
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A
Blame the email system and tell them to resend
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B
Apologize for the delayed response, locate their email, and begin resolving the issue during the current interaction
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C
Tell them email complaints take two weeks and end the call
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D
Ask them to re-submit the complaint through a different channel