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About the Case

Sierra Lawson, a 33-year-old luxury boutique owner and frequent VIP guest at high-end restaurants in St. Louis, is dining at her favorite establishment. Today, she feels disappointed with the service, which falls short of her usual expectations for personalized and priority treatment. 

As the restaurant manager, you need to address Sierra’s concerns, acknowledge her VIP status, and resolve the service issue to ensure her dining experience matches the level of service she expects as a loyal and valued customer. 

Learning Objectives:
  • Addressing the issue tactfully without assigning blame to anyone involved 
  • Customizing the dining experience to customer’s expectations 
  • Promptly resolving issues to maintain a seamless dining experience 
  • Staying calm and patient, even when the guest is highly upset 
  • Offering a sincere apology for any perceived mistreatment without making excuses 
Skills Assessed
  • Diplomacy  
  • Personalization  
  • Problem-Solving  
  • Composure  
  • Apology

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Handling VIP Guests

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