Imagine that you just received a message from an upset customer. She got a gel manicure yesterday that is supposed to last two weeks, and it started chipping. As a professional, how could you most ethically react to her complaint? Draft both a short three- to four-sentence email and an eight-line phone script (where you speak four lines and the client speaks four lines) detailing how you would respond on the phone. What conflict management skills would you employ to deal with the customer?