ABSTRACT
Fred regarded Marie as one of his better staff. When she spoke to customers on the phone she almost always managed to stay calm and pleasant, no matter what was being said to her.
One day Fred received a letter in which a customer complained about the way he’d been treated by Marie. Apparently, Marie had been unable to find the customer’s file when he’d rung up to ask why it was taking so long for his claim to be paid. She had said she would call him back when she found the file, but she never had. Then, when the customer had called again and complained about her failure to call him, she’d been very rude to him. She had subsequently got the claim sorted out very quickly, but he felt very strongly that he should not have had to make the two phone calls.
