Customer Service Project
Now it is your turn! You get to apply for the L.E.A.R.N. model to resolve conflicts in customer service scenarios.

Part 1: Read
Read each of the following scenarios and consider how you will resolve the conflict.
Scenario 1
A customer has been a gym member for nine months when she finds out the gym is changing its business hours. Since the new hours interfere with her work schedule, she knows she will not be able to use the rest of her membership. She requests a refund for the remaining three months of her one-year membership and tells the employee that she is very disappointed the hours are changing without considering the members it will affect.

Scenario 2
A customer purchased a robotic lawn mower and is frustrated because he cannot figure out how to program it to mow his lawn. After trying for two days, he furiously calls the company's technical support number and begins yelling at the employee. He claims to have followed the instructions perfectly and wants the company to issue him a full refund.

Part 2: Apply
Apply the L.E.A.R.N. model to each scenario by describing how you would fulfill each step to resolve the conflict.
Scenario 1
L: Listen




E: Empathize




A: Apologize




R: Resolve




N: Nurture






Scenario 2
L: Listen




E: Empathize




A: Apologize




R: Resolve




N: Nurture







Part 3: Reflect
Now that you have applied the L.E.A.R.N. model to the scenarios, explain what you learned.
In at least two complete sentences, explain which step in the model you found the most difficult to apply and why.



In at least two complete sentences, explain which step in the model you found the easiest to apply and why.



If you were the customer in either of the scenarios, would you have been happy with the resolution? In at least three complete sentences, explain which scenario you are referring to, if you would have given the business a second chance, and why or why not.