My own analysis:

One, Mr. A's success: 1, for visitors to ask the reason, is to do their job. Front desk staff is to provide counseling services for visitors. 2, when the visitor said "can you do it?" When the visitor said, "Can you do it?", he did not answer the question positively.3 When he heard the visitor's complaint, he immediately called Kolon to confirm it.4 After confirming it on the phone, he asked the other party to send an installer immediately, which the other party agreed to do, and asked for Mr. Zhang's opinion after the phone call.

Mr. A's misconduct: 1, when Mr. Zhang lost control of his emotions, he was not able to contact the manager in time. The manager who was called was the manager of the returns team. When he was unable to resolve the customer's complaint, he did not report it to his supervisor in a timely manner.

Manager B's impropriety: treating the complainant poorly.

II.

If I were Mr. A, I would first have to contact Kolon's customer service and explain the situation. Ask about the needs of the complaining customer, and then at this point in asking why Kolon did not go on time to install the air conditioning. Secondly, tell the complainant immediately about what I learned, and if the complainant still can't accept it, then report it to the higher-ups.

The third question, think for yourself.