Which example illustrates Resolve?

Which example illustrates Resolve?

• A. Have you heard about our ARORA program?
• B. I'm so sorry that happened.
• C. Now that you have the Life Time App, you can use it to check in the next time you visit.
• D. Here's what I am going to do for you today.

Answer: (A)

Resolve focuses on guiding the customer toward a concrete solution or resource that can fix the issue. The best example is the one that introduces a real option the customer can use to address their need—bringing up the ARORA program offers a tangible path to resolution rather than just expressing feelings or referencing future steps. It moves the conversation from acknowledgment or generic assistance to presenting a specific remedy the customer can act on now. The other responses show empathy, point to a tool for later use, or outline what will be done, but they don’t provide an immediate, actionable resolution in the moment.

Resolve focuses on guiding the customer toward a concrete solution or resource that can fix the issue. The best example is the one that introduces a real option the customer can use to address their need—bringing up the ARORA program offers a tangible path to resolution rather than just expressing feelings or referencing future steps. It moves the conversation from acknowledgment or generic assistance to presenting a specific remedy the customer can act on now. The other responses show empathy, point to a tool for later use, or outline what will be done, but they don’t provide an immediate, actionable resolution in the moment.