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About the Case

Leila Lawson was excited to purchase a blender. She wanted to build healthy food habits and smoothies were high on the list. After a few uses, the blender stopped working. Leila was frustrated and disappointed and took the blender back to the store. She could not find the receipt but remembered the approximate purchase date. She also had the original packing and accessories. 

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

Learning Objectives:
  • Attentively listen to understand customer’s compliant 
  • Express empathy towards the customer’s inconvenience 
  • Patiently listen to customer’s complaints and frustration 
  • Use conflict resolution techniques to resolve dispute 
  • Maintain transparency regarding store policies 
Skills Assessed
  • Active Listening 
  • Expressing Empathy 
  • Handling Case with Patience  
  • Adopting Conflict Resolution Measures 
  • Maintaining Policy Transparency

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