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About the Case

Jade Carson, a 36-year-old event planner in Chicago, arrives at a restaurant to celebrate her best friend’s surprise 40th birthday. However, she finds that custom decorations are missing, the menu is incorrect, and the local band is not present. 

As the restaurant manager, you need to address these oversights, understand how they occurred, and find solutions to rectify the situation, ensuring the event can be salvaged and Jade’s special occasion is not further impacted. 

Learning Objectives:
  • Developing and implementing effective solutions to address and resolve issues 
  • Offering sincere and appropriate apologies to address mistakes and restore trust 
  • Achieving a satisfactory outcome to address and resolve concerns or issues 
  • Ensuring continued support to verify resolution and address further needs 
  • Understanding and sharing the feelings of the customer to build rapport and trust 
Skills Assessed
  • Problem-Solving  
  • Apology  
  • Resolution  
  • Clear Communication  
  • Empathy 

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Inadequate Event Arrangements

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