Sharon returns a few moments later to show Rodney the complaint.
S: So, what happened? Why did she write this complaint?
R: First, she was in a bad mood from the start. I told her she needed the receipt to prove she bought the television at our store.
S: Did she have any documentsfor the item? A warrantyor anything like that?
R: No. Nothing at all. She didn’t even have the TV in its packaging. She kept saying that she bought it before Christmas.
S: Did you try to explain our policy on returns and exchanges?
R: Yes, of course! And I never told her to leave the store. I advised her to find a receipt or warranty information, then come back to the store.
S: Is it true that you never raised your voice?
R: OK. To be honest, I did raise my voice a bit. She was being very unreasonableand making a scene. I was trying to be civil when she started yelling.
S: Despite the circumstances, I cannot allow my employees to yell at customers, even if they are being difficult.
R: I understand. I’m sorry for the way I behaved.
S: Thank you for your honesty. I recognize that this was a tough situation, but I am still going to suspendyou from working at the information desk for a few weeks.
