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About the Case

Hannah Brooks, a 34-year-old freelance writer and food blogger in Atlanta, is dining at a well-known restaurant she was excited to try. However, the meal is disappointing, with undercooked ingredients and poor service. 

As the restaurant manager, you need to listen to Hannah’s concerns, address the issues with the food and service, and work to resolve the situation, to ensure her experience aligns with the restaurant’s reputation. 

Learning Objectives:
  • Engaging attentively with speakers to enhance understanding 
  • Maintaining composure in stressful or challenging situations 
  • Developing effective solutions to resolve issues 
  • Handling sensitive situations tactfully and respectfully 
  • Following restaurant policies and arriving at mutual agreement 
AI virtual human assisting teams with customer refund requests.
Skills Assessed
  • Active Listening  
  • Calmness  
  • Problem-Solving  
  • Diplomacy  
  • Assertiveness 

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