Module opening scenario

A customer enters a busy salon and says loudly:

“Your receptionist is rude and disrespectful. I want to speak to the manager.”

The supervisor, Amara, comes forward.

The customer explains:

“I told her I had a 2:00 appointment and she said I wasn’t booked. Then she acted like I was lying.”

The receptionist, Tolu, looks upset.

Amara is tempted to say:

“Tolu, apologize immediately. We cannot treat customers like this.”

Instead, she says:

“I’m sorry this has been frustrating. Let me check the appointment information and understand what happened.”

Amara reviews the booking system.

The customer’s appointment was actually scheduled for the following day.

However, Tolu admits that when the customer became upset, she said:

“Well, it’s not my fault you got the date wrong.”