Do you have a moment?
Speak as Kyle
Speak as Wendy
Wendy: Sure. What's up?
Kyle: One of the customers called and complained that you spoke to them rudely on the phone. Is that true?
Wendy: I know what customer you are talking about. That customer was the one who started speaking rudely first.
Kyle: That may be true, but we can never speak rudely to customers even if they deserve it.
Wendy: I'm sorry. The person just made me so angry that I lost my temper.
Kyle: It's okay. I already apologized to the customer so there is no problem. But make sure that this doesn't happen again. Do you understand?
Wendy: It won't happen again. I promise.