Sharyn, Rick and baby Toby have flown half way across the country to attend a wedding the following day. Sharyn is the bridesmaid. When they arrive at the luggage carousel, Sharyn and Rick have a tired baby and frayed nervesābut NO bags (which means they are missing Toby's favorite toy and Sharyn's bridesmaid's dress.
Michelle is the customer service representative who has the task of managing the problem - a tough job. Michelle wants to do the right thing. She's enthusiastic and committed to her job. However when Michelle's good intentions are misinterpreted, the situation escalates from bad to worse - everything from threats to bad language.
As Michelle masters some very valuable skills, she discovers that "how" she handles the situation is just as important as whether she actually solves the customer's problem.
Viewers learn:
Why Process is more important than Outcome
The Flag, Purpose and Permission technique
The world famous Pumpkin Method for handling abusive language
How to take responsibility and go the extra mile
