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About the Case
Leila Lawson was excited to buy a blender, as she wanted to build up healthy food habits, and smoothies were definitely high on the list. After a few uses, it stopped working. Leila was frustrated and disappointed and took the blender back to the store. She couldn’t find the receipt but she claims to remembering the approximate date of purchase. She still had the original packing and accessories.
As the customer care executive, you will have to talk to Ms Lawson, understand her complaint and try to resolve the issue.
Learning Objectives:
  • Listening carefully to comprehend the customer’s compliant
  • Displaying empathy towards the customer’s inconvenience
  • Listening patiently to the complaints and frustration of the customer
  • Using conflict resolution techniques to resolve dispute
  • Being transparent regarding the store policies
Skills Assessed
  • Active Listening 
  • Expressing Empathy 
  • Handling Case with Patience  
  • Adopting Conflict Resolution Measures 
  • Maintaining Policy Transparency

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