situation A woman bought a jacket yesterday, but today she wants to return it because there is something wrong with the clothes It has a tear in the lining and some of the buttons are very loose. Having checked the clothes, the clerk felt deeply sorm and asked for the receipt. Clerk Melanie: Clerk: Melanie: Clerk: Melanie: Clerk: SESSION 3: CUSTOMER CARE Activity 8: Giving Exceptional Customer Service Melanie: May I help you? Yes, I'd like to return this jacket. Is there something wrong with it? Yes. I didn't notice when I bought it, but there are few problems. First, it has a tear in the lining, and some of the buttons are very loose. This one came off. I'm really sorry about this. Would you like to exchange it for another one? Well, to be honest, I don't think this jacket is very well made. I'd rather get a refund. I understand. Do you have the receipt? Yes, I do. Answer the following questions:

1. What is the story all about?

2. How did the clerk/ sales rep handle the situation?​