This case study is taken from the textbook, The world of customer service, page 105 (Project 6.5). Resolving Complaints - Please read the following case study and answer the 3 questions following. Each answer should be about a paragraph in length. Melissa Devlin, the manager of Baby's Little Store, overheard an angry customer yelling at a sales associate. It was obvious that Keanna, her new sales associate, was in a tight spot with a customer. As the situation revealed itself, this new mother had recently bought a baby mattress for her newborn and was very dissatisfied with the quality of the product after using it only a short time. She felt the mattress was made with unsafe materials and was concerned for her baby's health and safety. When the customer said she wanted her money back, Keanna said nicely, "I will have to check with the store manager to see if we can take back this used mattress for a full refund or not." At that point the customer lost her temper and said, "What is the issue? Why do you have to check at all?"

Question 3. Identify any words or phrases that Keanna may have used that would upset the customer.