Navigating Poor Customer Service Scenarios

What was the customer's initial reason for visiting Ace Hardware?

• To buy a hammer

• To get paint

• To purchase gardening gloves and bird feed

• To look for a new wallet

Tags

CCSS.RI. 9-10.1

CCSS.RI.8.1

CCSS.RL.6.2

CCSS.RL.7.2

CCSS.RL.9-10.2

How did the customer describe his treatment at the store?

• Welcoming and helpful

• As if he was an intruder

• Indifferent and unhelpful

• Extremely courteous

Tags

CCSS.RI.6.3

CCSS.RI.7.3

CCSS.RI.8.3

CCSS.RI.9-10.3

CCSS.RL.5.3

What unusual incident involving the customer's cat was mentioned?

• The cat ate the bird feed

• The cat followed him to the store

• The cat stole his wallet

• The cat was waiting in the car

Tags

CCSS.RI.6.3

CCSS.RI.7.3

CCSS.RI.8.3

CCSS.RI.9-10.3

CCSS.RL.5.3

Why was the customer late for a concert?

• He lost his wallet

• Traffic jam

• He was shopping for too long

• The cat hid his keys

Tags

CCSS.RI.6.8

CCSS.RI.7.1

CCSS.RI.8.1

CCSS.RI.8.8

CCSS.RL.8.1

What did the customer's cat do with the wallet?

• Took it to the basement

• Left it in the garden

• Nothing, it was a misunderstanding

• Hid it under the bed

Tags

CCSS.RI.6.1

CCSS.RI.7.1

CCSS.RI.8.1

CCSS.RL.6.2

CCSS.RL.9-10.2

What did the customer fail to find without assistance?

• A specific type of paint

• A waterproof deck stain

• A birthday cake

• Gardening gloves and birdseed

Tags

CCSS.RI. 9-10.2

CCSS.RI.8.2

CCSS.RL.7.2

CCSS.RL.8.2

CCSS.RL.9-10.2

What additional item did the customer remember to buy while leaving?

• More bird feed

• A new wallet

• A hammer

• Deck stain

Tags

CCSS.RI.8.1

CCSS.RL.6.1

CCSS.RL.7.1

CCSS.RL.8.1

CCSS.RL.9-10.1

How did the staff respond when asked for help with the deck stain?

• They directed him to another store

• They immediately assisted

• They ignored the request

• They said they would help after finishing another task

Tags

CCSS.RI.7.1

CCSS.RL.6.2

CCSS.RL.7.1

CCSS.RL.7.2

CCSS.RL.8.1

What did the customer need to seal before the rain?

• A window

• A deck

• A roof

• A driveway

Tags

CCSS.RI.6.3

CCSS.RI.6.5

CCSS.RI.7.5

CCSS.RI.9-10.3

CCSS.RI.9-10.5

What was the customer's final decision regarding Ace Hardware?

• To complain to management

• Never to return

• To only shop online

• To give them another chance

Tags

CCSS.RI.6.3

CCSS.RI.7.3

CCSS.RI.8.3

CCSS.RI.9-10.3

CCSS.RL.5.3