Title: Identify the steps to resolve a customer complaint.
Course: Hospitality, Tourism, and Recreation I (16999-I) > Section: Applying Customer Service Skills

Identification should include the following steps:

- Identify the customer's problem.
- Acknowledge the concern.
- Listen with empathy.
- Follow through with a solution.
- Escalate the problem to a manager, as needed.
- Follow up with the customer.

Process/Skill Questions:

Thinking

- Why is it important to follow the steps for resolving problems?
- Why should a customer be allowed to express their ideas about a preferred solution to a problem?

Communication

- What kinds of communication demonstrate an employee's desire to address a customer's complaint?
- How should one deal with an unreasonable customer?

Leadership

- How does the leadership team set the tone for customer satisfaction when resolving complaints?
- When should leadership end discussion with an unreasonable customer?

Management

- How can managers make sure that employees are aware of and use the steps for resolving all problems?
- Why are some complaints best handled by management only?