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About the Case

Janice Hanes bought a smart home security camera from your store. On arriving home, she discovered that it was not working. She is frustrated about it and has returned to the store with the product. 

As the store manager, you need to talk to Mrs. Hanes, understand her problem and try to resolve the issue.

Learning Objectives:
  • Attentive listen to understand customer’s compliant 
  • Express empathy towards the customer’s inconvenience 
  • Effectively communicate and provide relevant information 
  • Demonstrate a proactive approach to resolving the issue 
  • Develop accountability for inconvenience caused to customer
online soft skills training
Skills Assessed
  • Active Listening 
  • Empathy 
  • Clear Communication 
  • Problem-Solving
  • Apology and Accountability

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Defective Item Complaint

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