Final answer:
Service representatives should use the pronoun 'they' when addressing customers, as it is inclusive and appropriate for individuals of any gender identity. The usage of 'they' as a singular pronoun is now widely accepted and considered correct both socially and grammatically.
Step-by-step explanation:
When dealing with a customer, service representatives should generally use the pronoun they. This use is inclusive and avoids assuming the gender of the customer. It acknowledges not only those who identify as male or female but also those who identify outside of the gender binary. The English language has evolved to include they, them, and their as singular pronouns when an individual's gender is unknown or to respect their preference for non-binary pronouns.
Moreover, it is now widely acknowledged that the use of 'they' as a singular pronoun is not only politically and socially acceptable but also grammatically correct. When the gender of a person is not known, or if the person prefers a non-gendered approach, using 'they' is considered a respectful and inclusive practice. Therefore, to avoid potential confusion or unintentional exclusion, service representatives are encouraged to adapt this practice when referring to customers.