You are a public-facing clerk at the city's utility billing department. A resident comes to your counter and is very angry, claiming they were overcharged on their water bill and that previous attempts to resolve the issue over the phone were unhelpful. Their voice is getting louder and attracting the attention of other citizens in the lobby. What is the most appropriate initial action to take?
-
A
Tell the resident that you cannot help them if they continue to raise their voice and that they need to calm down.
-
B
Immediately ask your supervisor to come to the counter to handle the angry resident.
-
C
Listen actively to their complaint, acknowledge their frustration, and offer to review their account with them to identify the potential issue.
-
D
Provide them with a formal complaint form and tell them to submit it to the department head for review.