Late penalty removed from an account

As the manager of a bank, you have just walked in on an angry customer who was demanding to have a late penalty removed from his account. The employee who was helping him began to argue that the late penalty was applied correctly.
Describe how you would address this situation.
Explain how you would approach your employee.
Identify how you would satisfy the situation with the angry customer.
The How Proper Communications Can Satisfy a Workplace Problem paper