A — Elizabeth Adley, believes that customers can sometimes be wrong, feels that they were treated badly, had a sudden realisation about the way they should behave, B — Javier Silva, admits to not realising how their job would impact their life outside of work, isn’t satisfied with their salary, accepts that their job means that they can’t always do what they want, C — Neslihan Demir, hadn’t originally planned to get a job in retail, thinks they could have dealt with a difficult situation better, D — Antonio Bianchi, is afraid of serving customers who have a complaint, wishes they could improve the way they deal with customer complaints

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