MedVR
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About the Case

Sawyer Brooks, a 38-year-old shopper, reports a fall at a retail store due to a wet floor that was not marked with warning signs. Feeling pain in his ankle and lower back, he approaches the store manager to discuss his concerns about safety and requests assistance with medical expenses. 

As the store manager, your goal is to listen to Sawyer’s account of the incident, acknowledge the safety concerns, and discuss potential solutions, including compensation or improved safety measures. 

Learning Objectives:
  • Acknowledging the customer’s distress to show understanding and compassion 
  • Explaining the store’s injury claim procedures simply and concisely 
  • Managing potential frustration to keep the conversation respectful 
  • Gathering accurate incident information to properly address the claim 
  • Balancing the customer’s compensation request with store policy for a fair resolution 
Skills Assessed
  • Empathy  
  • Clear Communication  
  • Conflict Resolution  
  • Attention to Detail  
  • Negotiation 

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Customer Injury Claim

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