Mike: I have a very angry customer on the phone.
Manager: What is the problem?
Mike: The customer says he wants to return his refrigerator.
Manager: Why? What is wrong with it?
Mike: He says it doesn't work anymore.
Manager: Did you tell him we would try to fix it for free?
Mike: Yes. He won't listen to me.
Manager: What is he demanding?
Mike: He wants a free replacement right now.
Manager: That is not how our policy works.
Mike: Can you please talk to him?