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About the Case

Andy Cooper is a regular customer at your store. He left the store an hour back with his purchases but is back with a complaint. He claims that he received an expired pack of cheese. He is unhappy about the package and the fact that he had to make an extra trip to the store. 

As the customer case executive of the store, your task is to listen to Andy’s complaint, understand the problem and help come to a resolution.

Learning Objectives:
  • Develop attentive listening to understand customer’s compliant 
  • Show empathy towards the customer’s inconvenience 
  • Communicate clearly, effectively and provide explanations 
  • Demonstrate a proactive approach to resolving the issue 
  • Develop accountability for inconvenience caused to customer
Skills Assessed
  • Active Listening 
  • Empathy 
  • Clear Communication 
  • Problem-Solving 
  • Apology and Accountability

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Expired Item Complaint

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