Jared works at a clothing store and is listening to a customer complain about a shirt he purchased that's damaged. Which behavior can Jared exhibit to show good communication skills with the customer?

a) Repeating back what he has heard once the customer is done speaking
b) Asking the customer how the shirt was damaged
c) Stopping the customer to quickly explain the store's return policy
d) Promising the customer a full refund even though it's against policy