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About the Case

Rachel Wright is at the department store. She is approached by the store manager and accused of shoplifting. Rachel maintains her innocence and insists that she has not appropriated anything from the store. 

You are the store manager and need to confront Rachel about the charges. You need to be firm and assertive yet approach the matter with care and diplomacy.

Learning Objectives:
  • Communicate clearly to respond with tact and professionalism 
  • Use a professional, yet firm approach to confront and resolve matter  
  • Evaluate, analyze and understand the gravity of the situation 
  • Take a firm approach to tackle the issue with confidence 
  • Approach the customer with diplomacy to resolve the matter
Skills Assessed
  • Effective Communication Skills
  • Conflict Resolution Techniques
  • Problem-Solving Abilities
  • Assertiveness and Confidence
  • Diplomacy

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Customer Caught Shoplifting

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