When Judy was working at the garden centre on a Saturday on her day off from college, she came across a really angry customer who was very rude to her. She advised him that he should make a customer service complaint as she was not able to deal with his problem on the section which she worked on. He was insistent and asked her to get her Manager. The problem was that he bought a really expensive garden furniture set and one of the chairs had collapsed on his elderly Mother! He was livid and he really scared her with his tone but it was most understandable under the circumstances. The Manager came to see if he could help after Judy had briefed him on the problem. He asked the man to accompany him in to his office where he could calm him down and talk reasonably in dealing with the issue he had. The Manager decided that the garden centre must keep up their good reputation, he got one of the drivers to get a brand new garden set and actually drove the man back home with the set to see if his Mother was okay, he also gave her a large bouquet he picked up from the store on his way out!
