First, empathize with the customer. The situation really sucks, and let her know that you feel that way too. Second, try to find other options for the customer. Has she tried instant streaming? The movie, or one similar, could be available there.

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Interview Question for Customer Service Representative at Netflix:

You have a customer calling in who has a birthday party tonight for her son, and the dvd she has been waiting for to show the kids has not come in the mail yet. She is pretty upset and isnt sure what to do.

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