Would you fit in?

Question 2 of 8

You're at the end of a very busy shift, you've been on your feet for most of the day and to cap it all, it's just started to rain. Suddenly, you're cornered by an aggrieved couple, complaining loudly about some aspect of the service. Do you:

• a. Smile, ask them to explain the problem, and then take responsibility for resolving it yourself (even though it means missing your bus)?
• b. Tell them politely that you're just about to go off duty and so haven't the time to help, and then direct them towards a colleague?