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Imagine that you are working as the customer service manager for Prime Electronics, a small family-owned online seller of audio electronics including wireless headphones and other accessories. You are approached one day by one of your customer service representatives, who tells you that she is escalating a somewhat complicated case to you for resolution.
Two customers had contacted the company within hours of each other. The first customer, Jack Keller, ordered a pair of wireless Bose noise-cancelling headphones that sold for $400 (excluding taxes and shipping). However, he received the wrong item–a $60 pair of Cowin noise-cancelling headphones. Macy Artell had ordered these, but she received the much more expensive Bose headphones that should have gone to Jack. Jack is furious, but Macy seems more reserved.
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