Long Waiting Time Complaint

About the Case

Sarah Mitchell placed her order almost 20 minutes ago and is still waiting for her order to arrive. She had decided to treat herself to a nice meal after a long day’s work, but the long waiting time is proving to be frustrating and annoying.

You are the restaurant manager and Sarah has approached you with a complaint regarding her delayed order. You need to talk to her, explain the cause for the delay and give her assurance that her food will be served at the earliest.

Learning Objectives:

Display active listening skills towards customer’s concerns
Clearly communicate reasons for delay and what can be done to make up for it
Present clear picture of what went wrong without making excuses
Offer sincere apology and take responsibility for the situation
Offer practical solutions to make up for delays

Skills Assessed

Active Listening
Effective Communication
Transparency
Apology and Accountability
Problem-Solving

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Long Waiting Time Complaint

Character’s Role

Customer

User’s Role

Restaurant Manager

Scenario Location

Restaurant

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