Choose the best course of action for each of the following scenarios. A customer is angry and yelling because no one has been able to resolve an issue with her product. As a customer service agent, you are responsible for requesting a replacement part for a customer who is upset that his product needs one. A customer is being rude to you and using off-color language. You respond by . As a professional customer service agent, your ability to stay positive and focused on finding a solution that satisfies the customer is known as .