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About the Case

Grace Montgomery, a 31-year-old elementary school teacher in Denver, reports a lost planner at a retail store’s help desk. The planner, essential for her lesson plans, is medium-sized, leather-bound, and engraved with her name. 

As the store manager, you need to assist Grace in locating her lost planner. This may involve checking the lost and found, reviewing surveillance footage, or posting a notice for customers. Your goal is to help Grace recover her important item and provide a helpful customer service experience. 

Learning Objectives:
  • Communicating openly and honestly to build trust 
  • Ensuring support while stating store policies on lost and found items  
  • Engaging attentively with speakers to enhance understanding 
  • Maintaining composure and understanding in challenging situations 
  • Developing and applying effective solutions to resolve issues 
Skills Assessed
  • Transparency  
  • Assertiveness  
  • Active Listening  
  • Patience  
  • Problem-Solving 

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