Conflict

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Storyboard Text

  • I have a pickup or an extra cheese and pepperoni pizza
  • Hello. Welcome to Pizza World. How can I help you?
  • This is RIDICULOUS! I wanted extra cheese.
  • Here you go. Have a good day!
  • THIS IS ABSOLUTELY RIDICULOUS. THERE IS NOT ENOUGH CHEESE. I WANT A REFUND.
  • Oh I'm sorry ma'am. Let me take a look... Well, this is the pepperoni with extra cheese.
  • At a pizza shop, a customer arrives to pick up a pizza. The employee acts normally and is kind. 
  • AN APOLOGY WON'T GET MORE CHEESE ON MY PIZZA.  I DEMAND TO TALK TO A MANAGER
  • I'm really sorry about that ma'am. If you-
  • The employee gives the customer the pizza and she gets angry because she believes there is not enough cheese.  -Employee listens first
  • OK, that works.
  • There isn't a manager here right now, but I can give you a 25% discount on your next order and make a not to put even more cheese.
  • The employee apologizes and explains that she got the right pizza, but she believes there is not enough cheese. -Employee avoids putdowns
  • Thank you ma'am. Have a good day. 
  • The employee is trying to fix the problem but the customer interrupts and is rude. -Employee never interrupts.
  • The employee offers a solution to the conflict and the customer accepts. 
  • The customer leaves with a discount and note for the next order.
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