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About the Case

Sarah Mitchell placed her order almost 20 minutes ago and is still waiting for her order to arrive. She had decided to treat herself to a nice meal after a long day’s work, but the long waiting time is proving to be frustrating and annoying.  

You are the restaurant manager and Sarah has approached you with a complaint regarding her delayed order. You need to talk to her, explain the cause for the delay and give her assurance that her food will be served at the earliest. 

Learning Objectives:
  • Display active listening skills towards customer’s concerns 
  • Clearly communicate reasons for delay and what can be done to make up for it 
  • Present clear picture of what went wrong without making excuses  
  • Offer sincere apology and take responsibility for the situation 
  • Offer practical solutions to make up for delays
Practicing workplace soft skill with AI-Humans scenario
Skills Assessed
  • Active Listening   
  • Effective Communication   
  • Transparency   
  • Apology and Accountability   
  • Problem-Solving 

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Long Waiting Time Complaint

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