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About the Case

Zander Corbin, 30, is dining at a popular restaurant in Kansas City when a loud birthday celebration disrupts the usually calm atmosphere. Finding it difficult to enjoy his meal due to the noise, he approaches the manager to express his concerns. 

As the restaurant manager, your role is to listen to Zander’s concerns, acknowledge the issue, and offer a solution to ensure his satisfaction without disrupting the celebration. 

Learning Objectives:
  • Recognizing the customer’s frustration and responding with empathy
  • Finding a solution to reduce noise, such as relocating or adjusting the environment
  • Providing a prompt and courteous response to make the customer feel heard
  • Addressing the issue while accommodating interests of all partied involved
  • Clearly explaining the steps taken to resolve the issue and reassuring the customer
Skills Assessed
  • Emotional Intelligence 
  • Problem-Solving 
  • Customer Service 
  • Conflict Resolution 
  • Communication Skills 

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Handling a Complaint About Noise

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