Reader 02
The Extra Bag
Tanya worked at a clothing store in a shopping center. Near closing time, a customer returned carrying two bags and a receipt. She placed them on the counter and said, “I think I was charged for an extra shirt, but I’m not sure.”
Tanya checked the receipt and compared it with each item in both bags. One shirt appeared twice on the receipt, although the customer had received only one. Tanya called her coworker Leo over. “Can you look at this with me? I don’t want to brush it off or overlook something.”
After checking the item numbers, Leo nodded. “You’re right. We rang it up twice.”
The customer looked relieved. “I almost didn’t come back because I didn’t want to make a big deal out of it. The total seemed higher than I expected.”
“You did the right thing by bringing it up,” Tanya assured her.
Leo explained that they would correct the charge before she left. Tanya completed the refund, printed a new receipt, and showed the customer the updated total. Before leaving, the customer thanked them for listening instead of treating her concern as unimportant. Tanya was glad they had taken the time to investigate.
VOCABULARY
Write the words or expressions from the story that are new to you or that you want to review.
DISCUSSION QUESTIONS
Share your thoughts. Use details from the story to support your answers.
Why was the customer unsure about returning to the store? What does her explanation suggest about how she expected the staff to respond?
How did Tanya show that she took the customer’s concern seriously? Choose two details and explain why they mattered.
At the end, the customer thanked the staff for listening. What does this suggest about what mattered to her beyond receiving a refund?
LISTEN
Listen to the recording and respond in complete sentences.
What did the speaker say?
Do you agree or disagree with the speaker? Why?
