If a customer's complaint is valid but the worker treats it as personal insult which life skill should be developed?

Correct answer: Emotion management and feedback analysis

A valid customer complaint is useful feedback, even when it feels uncomfortable. A worker should separate the facts of the complaint from personal feelings and examine what happened. Managing emotions prevents a defensive or angry response, while analysing feedback helps identify mistakes and improve service. This skill supports professional behaviour, learning, and better relations with customers.

Option A is correct because it combines emotion management with feedback analysis. Stopping the customer prevents understanding, hiding the complaint removes an opportunity to improve, and false promotion does not solve the actual problem. The worker should listen calmly, acknowledge the valid point, investigate the cause, and take suitable corrective action. Therefore, the supplied answer is consistent with the life-skill principle.