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About the Case

Beckett Sloan, a customer at a grocery store, is frustrated by the confusing layout, poor signage, and difficulty finding specialty items like gluten-free and organic products. Expired and damaged items further add to the dissatisfaction, along with unhelpful responses from employees.

As the store manager, your role is to address Beckett’s concerns, provide a resolution, and ensure a better shopping experience moving forward.

Learning Objectives:
  • Prioritizing customer needs to ensure a satisfying shopping experience
  • Providing clear and easy-to-follow directions to the product location
  • Listening closely to the customer’s description to avoid misunderstandings
  • Identifying solutions if the product is unavailable or extra help is needed
  • Maintaining a friendly and helpful attitude to leave a positive impression
Skills Assessed
  • Customer Orientation
  • Communication Clarity
  • Active Listening
  • Problem-Solving
  • Professional Demeanor

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Resolving Customer Frustration

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