Final answer:
The spa manager should view Natalie's situation as an opportunity for training in product knowledge to improve customer service. No demotion or restriction of duties is necessary; instead, enhancing her skills will benefit both the spa and its clients. The correct option is E.
Step-by-step explanation:
The manager at Fine Art Salon and Spa should respond to Natalie's hesitation in providing a recommendation to a customer by recognizing it as an opportunity for training and improvement. Since Natalie is new to the role and her primary responsibilities include greeting, booking appointments, and connecting customer calls, the manager should understand that product knowledge might not yet be part of her skill set.
Therefore, the appropriate reaction would be to offer additional training on the spa's products and services so she can effectively handle similar queries in the future. Offering exceptional customer service is crucial, and being well-informed about the business's offerings is part of that.
The manager can take inspiration from situations in other service industries, such as the lunch-hour manager in Gavi's Fast Food Restaurant who took proactive steps to listen to customers, find solutions, and resolve the in-store issue.
By seeking to improve Natalie's abilities, rather than punishing her for her current lack of product knowledge, the manager will foster a more positive and professional work environment, likely leading to increased job satisfaction and better customer experiences.