You received a text and a threatening voicemail from an angry customer who wants to walk into a mandatory meeting with your top-level leadership team. Which of the following is your best course of…

Question

Options

• AContinue to send text messages to the customer hoping to smooth things over until you
• BRequest that the customer send his complaints by e-mail, knowing that any
• CDo not respond to the customer.
• DSkip the meeting and call the customer.

• A
  12% (6)
• B
  80% (39)
• C
  6% (3)
• D
  2% (1)

Explanation

Option B is correct because redirecting the customer to email de-escalates the situation, creates a formal paper trail, and protects the integrity of the leadership meeting - all critical priorities when dealing with a threatening individual. Continuing to text (A) keeps an informal, reactive loop going and does nothing to cool tensions or document the issue properly. Ignoring the customer entirely (C) is likely to escalate their frustration and could even create a safety or legal liability. Skipping the meeting (D) is counterproductive - it abandons your professional responsibilities and rewards disruptive behavior without resolving anything.

Memory tip: Think "paper trail over panic" - when a situation turns threatening, move communication to a formal written channel (email) that protects everyone and keeps events documented. If an answer choice creates structure and documentation, it's usually the right call in customer conflict scenarios.

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