Ursula works in an auto repair shop. An angry customer visits to complain about a delay in the delivery of his car. Which two statements will help
reduce tension in the interaction?
"You'll just have to wait until next week. I'm very busy now."
"I understand why you're upset. My apologies for the delay."
"There are a hundred others like you. These things happen."
"I will act immediately and make sure this doesn't happen in the future."
"We can't be responsible for all the problems you're having with your car."