For the following scenario, prepare a response that addresses the issue and provides a reasonable solution. Your response should be specific; give examples of actual statements or actions you would take to resolve the situation. Organize your thoughts. You work as call centre agent for a large bank. An elderly customer calls wanting an explanation for why extra service fees were taken from his account. The customer is clearly upset and speaks with a heavy accent. The more you try to explain the fees, the angrier this customer appears to become. Offer possible explanations for why this customer is becoming more irate. How do you manage this challenging customer and turn the customer service situation into a positive opportunity for excellent customer service?