Title: Explain company policy to a customer in a sports, entertainment, and event context.
Course: Sports, Entertainment, and Event Management > Section: Developing Customer Service Skills

Explanation should include the importance of eliminating customer confusion, providing consistent guidelines for customers, and developing a positive company image. Explanation should consist of

- being well-informed regarding policies
- describing relevant policies simply and accurately
- keeping abreast of policy changes
- knowing when to refer a policy matter to a supervisor or specialist.

Process/Skill Questions:

- What rules and practices guide customer service during major sports and entertainment events?
- Where should company policies and procedures be located for quick reference?
- What are the consequences of disregarding company procedures?
- How can empowering employees benefit both the individual and the organization, and why should managers support it?
- When dealing with a customer, when should an employee consider asking for assistance from a supervisor or manager?
- How should policy information be delivered to ensure ease of understanding?