Final answer:
The customer service representative should listen to the complaint, apologize, and contact the district manager to resolve the issue.
Step-by-step explanation:
The customer service representative should take the following steps to resolve the complaint:
Listen to the customer's complaint and gather all relevant information.
Apologize to the customer for the lack of response and assure them that the issue will be resolved.
Contact the district manager and inform them about the situation. Provide all the details of the customer's complaint and request their assistance in addressing the issue.
Follow up with the customer to update them on the progress and actions taken.
Ensure that the district manager acknowledges the customer's concerns and takes appropriate measures to resolve the complaint.
By following these steps, the customer service representative can demonstrate good communication skills and a commitment to resolving the customer's complaint. This will help rebuild trust and maintain a positive customer relationship.