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About the Case

Bryce Porter, a software engineer from Scranton, Pennsylvania, has brought his dog, Milo, into a retail store. However, concerns arise among other customers about Milo’s presence, prompting the store manager to address the situation.

As the store manager, your role is to discuss the store’s pet policy with Bryce, balancing his rights as a pet owner with the need to ensure all customers feel comfortable. Your aim is to find a solution that respects both parties’ concerns while maintaining a positive atmosphere in the store.

Learning Objectives:
  • Politely informing the customer about the store’s pet policy and need for compliance 
  • Showing empathy for customer’s attachment to the pet while considering others’ concerns 
  • Diffusing tension between the customer and those disturbed by the pet 
  • Assertively enforcing the store’s rules in a respectful manner 
  • Offering alternative solutions to help diffuse tension  
Skills Assessed
  • Communication  
  • Empathy  
  • Conflict Resolution  
  • Assertiveness  
  • Problem-Solving 

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Pet-Related Incident

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