AC, RN

I'm currently working on my BSN. One of my finals requires me to make a power point, regarding how I would handle a challenge as a leader/supervisor/manager/charge nurse. The challenge is an ED attempting to increase customer service. Multiple, frequent, irrelevant calls come in daily that staff are required to answer, including such nonsense as inquiring about the costs of ER services and questions about pet care. A nurse answers the phone, and a lady is asking about an infected sore on her cat's back. The nurse gave the lady a phone number for a 24 hour animal clinic. The woman becomes irate, cussing and yelling at her so loudly that other staff could hear her tirade. The nurse used her customer service skills to assertively end the convo. The lady called administration and filed a complaint, saying the nurse cursed at her and called her names and refused to help. The VP demanded the nurse's director fire her to placate the CEO, the director refuses due to the accounts of witnesses of the phone call who back the nurse. They then say they will fire her if she doesn't call and apologize to cat lady. (This is a real situation that actually happened, In my text book) How do I handle this as a charge/supervisor/director/ manager?? The issues I must address in the PP are: What resources will you utilize? How do you solve the issue? Is your plan cost effective for the facility? How much time will it take? What areas are affected and for how long? Offer a variety of views, with various concepts. My brain might explode. THANK YOU ALL in advance!