Simple Discussion

Customer returns a damaged book, along with a receipt. Your store's policy is no cash refunds, and you have another, undamaged copy of the book in stock. The customer loudly demands a cash refund, stating that he didn't like the book anyhow. Now you know that the customer has read the book, and there is very little chance the book was damaged when it left your store for the first time. Identify the character of difficult customers in the situation.