▸ WHAT IT REVEALSCrisis management, customer orientation, communication.▸ GOOD ANSWER LOOKS LIKEAcknowledges it, investigates root cause, responds to the customer, fixes the process.▸ RED FLAGSGets defensive. Dismisses the feedback. Or doesn't close the loop with the customer.▸ FOLLOW-UP PROBEHow do you ensure it doesn't happen again?