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About the Case

Amanda Thompson had purchased a carton of milk from the grocery store. On reaching home she realized that she had mistakenly picked up a lactose-free variety of the product. A day later, she has returned to the store to return the milk carton and request a refund but is informed that there is a limited exchange policy on milk products and a return will not be possible. 

As the customer care executive, you need to talk to Ms. Thompson, understand her complaint and try to resolve the issue. 

Learning Objectives:
  • Attentively listen to understand customer’s compliant 
  • Maintain calm and composed behavior in tense situation 
  • Clearly communicate policies applying to situation 
  • Propose and adopt mutually agreeable solutions 
  • Maintain a balance between being firm and kind 
Skills Assessed
  • Active Listening 
  • Patience 
  • Clear Communication 
  • Problem Solving 
  • Assertiveness

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