While watching the video think of the following:
1. How did the manager react to customers' complaints?
2. How did he address each of the complaining customers?
3. Is this the right way to deal with customers?
4. How could have the manager handled the situation better?
Key Vocabulary: (double-click on words to see their meanings)
fail to treat
the same curtesy and fairness they extend to their customers
... can come back to haunt them
employees who are mistreated
everyone in your workforce
to be treated with common decency