Billy worked at a retail store during the holiday season, and it was very stressful. At times, Billy had to deal with angry customers. One such day with one such customer, Billy stated, "I know I'm not meeting your expectations, but if you wish to know why, please see my Manager Joan Doe." In this case, Billy's strategy for avoiding an account for his behavior is best explained as which of the following concepts?

Question

Quizplus · Accepted Answer

Billy's strategy is best explained as "referral." By directing the customer to speak with his manager, Joan Doe, Billy is referring the customer to someone else for further explanation or resolution, rather than providing an account himself. This is a common tactic used in customer service to manage situations that may be beyond the employee's capacity to resolve or when a higher level of authority is required.

Billy Worked at a Retail Store During the Holiday Season