Lenght of scenario: 03:00

How to Use the Vignette

In the vignette,"Lost Package", an early office morning work shift turns out stressful for a support representative. A customer, Mr. Jones, called. He apparently feels convinced that the company is entirely at fault for a lost package. Mr. Jones is very angry while the agent feels helpless and defensive. A formula for disaster?

What can we learn from a crisis situation like this? If you have ever been in a similar situation, how did you deal with it?