If a customer reports feeling harassed by another staff member, what is the appropriate immediate action?

• A. Ignore it and continue working.
• B. Report harassment to management and follow the complaint process.
• C. Confront the staff member directly.
• D. Tell the customer to handle it themselves.

Answer: (B)

When a customer reports feeling harassed by a staff member, the immediate course is to involve management and follow the formal complaint process. This approach creates an official record, supports a fair investigation, and ensures a consistent, policy-based resolution that protects both the customer and other teammates. Ignoring the report or confronting the staff member directly can escalate the situation and may put people at risk, while telling the customer to handle it themselves is inappropriate. Acknowledge the concern calmly, reassure the customer that it will be addressed, and connect them with a supervisor or manager who will start the complaint procedure, document the details (what happened, when, who was involved, and any witnesses), and outline the next steps.