The Difficult Customer

I work at a phone shop. Most customers are friendly, but last Tuesday a man came in shouting. His new phone had stopped working after two days. He said we sold him a broken phone and he wanted his money back immediately.

I wanted to shout back, but I remembered my training. I said, "I understand. Let me look at it." I checked the phone. The battery was fine, but the software needed an update. It took five minutes. The phone worked again.

The man was quiet for a moment. Then he said, "Oh. Sorry." He bought a phone case before he left. My manager saw everything and said, "Well done." Angry customers are often just scared customers. I try to remember that.