Copyright Goodheart-Willcox Co., Inc. May not be reproduced or posted to a publicly accessible website. 62 Principles of Human Services Workbook Scenario 4 You are working at the customer service counter in a department store. A customer is upset because she feels she was ignored by the employees working in the linens department when she was trying to get some help. What do you do? _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ Scenario 5 You answer the phones for a local cable company. A customer calls and is upset because her reception is poor. How do you handle the situation? _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ Scenario 6 You work at a drive-through car wash. A customer returns because he feels his car did not get clean. What do you do? _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________