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About the Case

David Brown, who recently received a gift card as a birthday present, is having trouble redeeming it at the store due to technical issues and unclear terms. Despite having the card and receipt, the system does not recognize it. 

As the cashier, you need to address David’s concerns, try to resolve the issue, and ensure he leaves with positive customer experience. 

 

Learning Objectives:
  • Utilizing available resources creatively to solve problems 
  • Offering practical solutions to resolve the issue 
  • Understanding the customer’s concerns to build rapport 
  • Engaging attentively with customer to enhance understanding and response 
  • Maintaining composure and understanding in challenging situations 
Skills Assessed
  • Resourcefulness  
  • Problem-Solving 
  • Empathy 
  • Active Listening 
  • Patience

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No technical knowledge required.

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Gift Card Redemption Issue

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