Scenario:

You work as the technical assistance for computers for a small flooring installation company. A customer calls after hours and you are the only one in the building, so you answer the phone. The customer is quite upset. Your company was supposed to install some carpet in a new home, but the installers didnt show up today as she had been promised. Tomorrow a different subcontractor is supposed to be at the home, and if your installers are putting in carpet, they will get in the way and the whole schedule will be off. As you listen to her, you can tell she is ready to scream or cry or both.

• What do you say if you dont know enough of the details to know whether she is right or whether she may have misunderstood the timetable?
• Prepare a customer service report that details the interaction with the client for this call.