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About the Case

Letitia Robinson is at your restaurant with her family. She presents you with a promotion coupon, hoping to avail yourself of its benefits. When informed that she cannot avail the benefits of the coupon she demands to see the restaurant manager.  

As the restaurant manager, you inform her that the coupon is valid at outlets in a different part of town. You need to handle the situation tactfully and patiently and find a way to resolve the issue. 

Learning Objectives:
  • Display active listening skills towards customer’s concerns 
  • Clearly communicate restaurant’s policy to customer 
  • Strive to ensure customer satisfaction  
  • Develop problem solving skills to accommodate customer requests 
  • Maintain a professional demeanor throughout the conversation
softskill training
Skills Assessed
  • Active Listening 
  • Effective Communication 
  • Customer Service Excellence 
  • Problem-solving  
  • Flexibility

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Promotion Coupon Dispute

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