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About the Case

Raph Morgan is at the grocery store to purchase his weekly supply. Having got everything he needed, he proceeded towards the billing counter but found the billing process to be unusually slow. After standing in line for 10 minutes, Raph decided to approach the customer care desk to complain and enquire about this delay.    

As the customer care executive, you need to talk to Mr. Morgan, understand his complaint and try to resolve the issue.

Learning Objectives:
  • Communicating clearly to state the cause of delay 
  • Maintaining calm and composed demeanor in tense situation 
  • Displaying respect and courteousness in interaction 
  • Providing reassurance towards resolving matters 
  • Providing excellent customer service by being attentive and responsive
Skills Assessed
  • Clear Communication 
  • Patience 
  • Professionalism 
  • Reassurance 
  • Customer Service Orientation

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