182 T HE P ROBLEM -S OLVING S IDE phone to troubleshoot. (Turns out the order had never been officially canceled, resulting in the pick- up reminder and the charges on my credit card.) On the phone, he officially canceled the order, checked on my new order, and offered me a credit for my trouble. Needless to say, I was a much happier cus- tomer--and I quickly canceled my original ban on ever shopping at the store again." A great example! And Kate's story exemplifies both the incorrect and the correct way to connect with your angry and frustrated customers who are looking to lash out with little hope of getting a response. Let's run Kate's story through the service recovery process and see where it excels and where it falls short. Apologize/Acknowledge Upset