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About the Case

Isla Fairchild, a 31-year-old interior designer in Sacramento, is calling a custom home décor shop after discovering that a shipment of custom décor pieces, crucial for a property staging, is marked as delivered but hasn’t been received. 

As the customer care executive, you need to address Isla’s concerns by investigating the delivery status, locating the missing items, and proposing solutions like expedited replacements. Your goal is to resolve the issue promptly to ensure the project is completed on time for the client’s viewing. 

Learning Objectives:
  • Engaging attentively with the customer to fully understand their issue 
  • Showing understanding and acknowledging the inconvenience caused by the problem 
  • Applying mutually agreeable solutions to resolve the issue 
  • Clearly explaining resolution steps and follow-up actions 
  • Ensuring the customer feels valued and confirming satisfaction 
Skills Assessed
  • Active Listening
  • Empathy
  • Problem-Solving
  • Communication Skills
  • Customer Service

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