A customer is upset that their vehicle was not ready at the promised time. What is the MOST professional response?
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A
Blame a parts delay and tell the customer there was nothing you could do
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B
Apologize sincerely, explain the reason for the delay, provide a revised completion time, and offer a goodwill gesture if appropriate
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C
Tell the customer delays are common and they should expect this
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D
Offer a discount on the current repair only if the customer escalates to management