WEBVTT

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But...

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I KNOW you're the customer...

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but... I'm...

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I'm just saying you're
not the only one!

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Plus, this little expedition
you sent us on

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to get you a $3 refund
has cost us 20 minutes.

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Goodbye and good riddance!

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When you see something
like that, it's like...

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don't I have enough
on my plate already?

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But I get it.

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I do... I mean...

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working with customers...

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yeah...

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Frustration is natural.

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So... I need to remind Hannah that
taking it out on our customers

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just can't happen.

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So... we had a little
refund issue there, huh?

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Yah... that's an understatement!

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It sounds like the customer
was asking a lot from us.

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Yah...

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I get it.

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I do.

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But we need to be better in our
response. It sounded very heated.

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I mean... was the customer
being abusive to you?

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Because if they were, you should
escalate the call to me.

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No, they weren't.

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I was just frustrated. It was simple,
but it took way too long...

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Hannah, our role is all about
customer service, right?

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So, there are going to be times when
we need to help clients

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understand how to better
work with us.

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But we can't be condescending.

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We need to be positive
and professional.

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If we don't understand
and practice that,

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I guarantee you one
of our competitors will.

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Yeah...

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Sure...

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Yeah. I completely understand
what you're saying.

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And I will definitely take care
of that return for you.

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In the meantime, I have some ideas

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on how we might avoid
this for you in the future.

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Do you have a minute for me
to share those with you?

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Great!

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So when an item is on backorder...