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About the Case

Ryker Vaughn is a guest at a bustling restaurant, upset to find another diner seated at the table he reserved. He approaches the manager, insisting his reservation be honored, and demands a prompt resolution to avoid spoiling his dining experience.

As the manager, your role is to de-escalate the situation, verify the reservation details, and provide a satisfactory solution to ensure Ryker’s experience is salvaged.

Learning Objectives:
  • Calming the situation by addressing concerns respectfully
  • Identifying an alternative solution, agreeable to all parties
  • Explaining the misunderstanding and solution clearly to all parties
  • Showing understanding for both diners’ feelings to reduce frustration
  • Maintaining composure to set a tone of control and fairness
Skills Assessed
  • Conflict De-escalation
  • Problem-Solving
  • Communication Skills
  • Empathy
  • Professionalism

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