Scenario 2

You work in a customer care center as a call center representative. A customer contacts you because she just placed an order on your company website but forgot to enter an e-coupon code for free shipping that she received last week. Her credit card had already been charged for the shipping when the order was sent.

1. What unspoken need is the customer sending to the service provider?

2. What should the service provider do in listening and identifying the customer's issue or need?

3. How should the service provider address the customer's issue or need?