Scenario 3

A customer moved into his newly built house in February and subsequently requested the cable company (your organization) to install cable service to the home. The installers came out with a backhoe, dug a trench, and installed the cable. It is now June and service has been fine until the customer turned on his lawn sprinkler systemfor the first time this season. The water pressure dropped immediately and, upon investigation, soggy ground was found where the cable company dug to install the cable months ago. He just called to complain and wants the problem resolved.

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?