Final answer:
In the 'L' step of B.L.A.S.T, you listen for the real issue behind a complaint to identify its root cause and work towards a resolution.
Step-by-step explanation:
During the "L" step of B.L.A.S.T, you would Listen for the real issue behind the complaint. This involves staying calm and showing empathy towards the customer by carefully listening to their concerns, and asking open-ended questions to better understand their position. Rather than logging the complaint or leaving it unresolved, the emphasis here is on active listening to identify the root cause of the discomfort to facilitate a resolution efficiently and amicably.