# CTE Resource Center - Verso - Opportunities in Hospitality and Tourism Task 1445251600

CTE Resource Center - Verso

Virginia’s CTE Resource Center

Demonstrate skills to assist in dealing with a challenging situation or customer.


Demonstration should include an application of basic problem-solving skills in handling the situation or customer:
  • Clarifying the problem
  • Overcoming objection
  • Empathizing with the customer
  • Obtaining and analyzing data as needed
  • Finding a suitable solution
  • Establishing procedures

Process/Skill Questions

  • What are the signs of a dissatisfied customer?
  • What are some situations involving difficult customers that might be encountered in the hospitality and tourism industry?
  • How can the nature of a problem be determined when communicating with a difficult customer?
  • Why might different approaches be needed for handling different types of difficult customers?
  • Why is it important to establish company policy for handling customer needs?
  • Why is it important to view a complaint as a gift?
  • Why must methods be developed to seek customers’ complaints and suggestions?
  • How do service guarantees encourage customers to provide feedback?

Other Related Standards

National MBAResearch Standards-Business Administration

Acquire information to guide business decision-making.


Apply verbal skills to obtain and convey information.


Implement quality-control processes to minimize errors and to expedite workflow.


Resolve conflicts with/for customers to encourage repeat business.


Understand operation's role and function in business to value its contribution to a company.


National MBAResearch Standards-Marketing

Interpret marketing information to test hypotheses and/or to resolve issues.


Understand sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.