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About the Case

Mr. Thompson is a regular at the Riverside Inn restaurant. Being a widower and living, alone he often drops in at the restaurant for his meals. The food suits his taste palate, and he likes the lively vibe. However, today is a little different from the other days. The scallops that were supposed to be tender and succulent are rubbery and overcooked. 

Mr. Thompson is familiar with the restaurant staff and brings this to their notice. As the restaurant manager, you need to understand Mr. Thompson’s concerns and mitigate the negative impact it may have on the restaurant’s reputation among patrons. 

Learning Objectives:
  • Develop active listening skills to understand customer complaints and concerns 
  • Display skills to handle guest complaints and mitigate negative impact on business 
  • Develop decision-making skills regarding refunds or compensations 
  • Adopt skills to build rapport and maintain positive relationships with guests
  • Develop customer retention skills
AI Human
Skills Assessed
  • Effective Communication Skills
  • Conflict Resolution Techniques
  • Problem-Solving Abilities
  • Technical Proficiency 
  • Empathy and Patience 

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Poor Food Quality Complaint

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