Reference no: EM133171722

In your position of residential services coordinator at a major telephone company, you encounter customer problems and concerns daily.

While most customers state their situation and are open to your information and knowledge, you do have one type of customer that you find to be challenging. Today, you had a call from a customer angry about receiving a cancellation notice from your company due to nonpayment on the account.

As you discuss the situation, the customer tells you that she thinks that it is unfair to expect a payment every month and that your rates are too high. She goes on to tell you that if she paid her bill in full and on time, she would not have any money left over to eat out.

You recognize that his customer is lacking maturity; how do you respond appropriately to this and similar customers?