Final answer:
The correct approach for exemplary customer service in the given scenario is using the ETA Solution, which involves listening to feedback, implementing practical changes, and improving efficiency to resolve customer complaints.
Step-by-step explanation:
To ensure exemplary customer service, the correct choice is c. Use the ETA Solution. This approach refers to an experience from a lunch-hour manager at Gavi's Fast Food Restaurant. The manager addressed customer complaints regarding the payment line system by listening to customer feedback, collaborating with service clerks, and implementing clear floor markings to guide customers to the correct registers.
This action led to reduced stress for clerks and no more customer complaints about the line-ups during peak hours. The result was an improvement in efficiency and an increase in the number of customers served daily. It's important to understand that giving away too much (option b) or creating a conflict with the company (option a) are not sustainable customer service strategies.