Final answer:
Brielle should apologize to the customer and offer a solution, remaining respectful and focused on problem-solving. If unable to resolve the issue, she may need to transfer to a supervisor. Ignoring the concerns or ending the conversation would be detrimental to customer relations.
Step-by-step explanation:
After Brielle has listened to and acknowledged the customer's concerns, the next step she should take is to apologize to the customer and offer a solution. This approach demonstrates empathy and a commitment to resolving the issue. She should avoid suggesting that she's right and the customer is wrong, and instead remain open and respectful, utilizing open-ended questions to gain a deeper understanding of the issue at hand. If a solution isn't readily apparent, she should consider escalating the situation by transferring the customer to a supervisor. However, she should not ignore the customer's concerns or end the conversation prematurely, as these actions would likely exacerbate the situation and damage the customer relationship.
It's essential to focus on solving the problem rather than assigning blame. For instance, Brielle could restate what the customer has said to ensure that no misunderstandings occur, which can have an affirming effect on the conversation. In the event that Brielle is unable to resolve the conflict, it may be appropriate to speak with her supervisor or HR department. It's important to maintain a positive working relationship throughout the conversation by taking turns in speaking and listening, which helps in building a constructive bridge between Brielle and the customer.