Actually, this isn't a video, but an audio recording along with the text of the conversation between a customer, and a "general manager".
It's absolute GOLD to learn from, primarily to learn a number of subtle ways employees interact with customers in ways that tend to make the situation much worse. In this case, the manager does a number of things that will, in most situations, increase the customer's anger.
Exercise #1: It's likely that the manager is correct in his interpretation of the contract, etc. But a lot of customer aggression comes from the WAY it's communicated. The exercise here is a simple one. Identify the things the managers says that you think would escalate most conflicts with customers.
Leave your answers in the comment area.