It is nice to offer a customer a good experience.
Janet works at a call center for a health insurance company, and is on the line with an angry caller, Kevin, who was double charged this month.
Janet wants to find out why Kevin was charged twice.
Janet is understanding and sympathetic of Kevin's frustration, and let's him know it was a billing error that is now resolved.
Janet finds an error made with his billing and corrects it, but because she doesn't like Kevin's attitude, hangs up without telling him it was fixed.
Kevin appreciates Janet's professionalism and calls her boss to say he was pleased with his experience.
Kevin gets more angry and reports Janet to her boss who then writes her up.