Problem Resolution Demo

It's a weekday morning. A customer, Jamie, places a mobile order for an iced caramel macchiato with almond milk. When he picks up his drink and takes a sip, he immediately realizes it’s made with regular milk — which he avoids due to dietary reasons

I am so sorry about that, Jamie — and thank you for letting us know right away. Let me check your order real quick.

Looks like your order came through correctly with almond milk — but during the morning rush, the milk pitchers may have been switched accidentally.

That’s totally on us, and I understand how frustrating that is, especially if you have a dietary concern.

I am going to remake your drink right now with fresh almond milk — and I’ll double-check everything myself to make sure it’s perfect this time.

Jamie, we really appreciate your patience. We’ve also added a free drink to your loyalty account so your next visit’s on us. Thank you for giving us the chance to make it right.