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About the Case

Daniel Jacobs is a social media influencer. He hails from Columbus, Ohio but is in Yellow Springs on a business trip. He stops by at a local restaurant for his lunch. Jacobs is not a big fan of tomatoes and had given specific instructions to omit the tomatoes from his burger. He was served his meal after a waiting time of 15 minutes and when it came, it had tomatoes. Jacobs is very upset over this. Being a social media influencer, if he shares a negative post about your restaurant that could bring bad publicity.

As the manager of the restaurant, you need to talk to Daniel Jacobs and resolve the matter. You cannot afford any negative publicity.

Learning Objectives:
  • Develop skills to effectively listen and understand guest’s concerns 
  • Effectively assess guest complaint and cause of dissatisfaction 
  • Display skills to mitigate negative impact on business 
  • Develop decision-making skills regarding refunds or compensations 
  • Adopt skills to build rapport and maintain positive relationships with guests
AI Human
Skills Assessed
  • Effective Communication Skills
  • Conflict Resolution Techniques
  • Problem-Solving Abilities
  • Technical Proficiency 
  • Empathy and Patience 

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