HELENA
Around 11am, Susan phoned my desk. An elderly customer, Mr. Thompson, was confused about a recent transaction on his account and was becoming increasingly frustrated.
Helena stepped in with my usual calm and patient demeanor.
"Mr. Thompson, how can I assist you today?" I asked, guiding him to a quieter corner. The lobby was filled with customers, each being attended to by members of the team.
"It's this transaction here," Mr. Thompson said, pointing at his statement of account. "I don't remember making this purchase."
I took a seat next to him and carefully examined the statement. "Let's take a look. Do you recall visiting this store last week?"
He squinted at the paper. "Oh, now that you mention it, I do remember. It was a gift for my granddaughter. I must have forgotten."
