Sharon, a manager, is talking with Rodney, one of her employees, about a customer complaint.
S: Rodney, I need to speak with you about your attitude at work today.
R: Sure. What’s up?
S: A customer made an official complaint with the office about your behavior.
R: My behavior? What do you mean? I’ve been helping customers all day.
S: Well, one customer said that you were rude to her when she was asking for information.
R: Wait. I think I remember her. Was she trying to return a product?
S: Yes, she said that she came in around 2:00 p.m. and asked for help in exchanging a product. She said you refused to help her and that your attitude was extremely unprofessional.
R: Hold on. We were really busy at 2:00. I was on the phone with another customer when she approached the information desk. I only made her wait a few minutes while I finished the call.
S: I understand, and I know you’ve been working hard, but you shouldn’t be impolite to customers.
R: But I was polite. She was just angry because I told her she couldn’t return the merchandisewithout a receipt.
S: Well, her official complaint says that you raised your voice and told her to leave the store.
R: There must have been some mistake. Can you show me the full complaint?
