Review the case study below. Write a one-page Written Response to the questions listed at the end of the case study.

You have just made an informational presentation to a group of enrollees in your new benefits program. You represent the insurance company and will only be at this location for two days. One of the enrollees approaches you and starts to critique your presentation. You aren`t sure how to react. As you are formulating a response, he starts to cry.

Describe what you think might have triggered his initial critical reaction. Why do you think he started to cry? Describe how you would handle this situation with reference to including the steps in dealing with a challenging customer as shown in your textbook.