Title: Demonstrate skills to address a challenging situation or customer.
Course: Travel and Tourism Marketing (16151) > Section: Providing Customer Service and Sales in Travel and Tourism

Demonstration should include an application of basic problem-solving skills, such as the following:

- Clarifying the problem
- Overcoming objection
- Empathizing with the customer
- Validating the customer’s concern
- Using active listening skills
- Obtaining and analyzing data as needed
- Finding a suitable solution
- Establishing procedures
- Following diversity training guidelines

Process/Skill Questions:

- What are the signs of a dissatisfied customer?
- What are some situations involving difficult customers that one might encounter in the travel and tourism industry?
- Why might different approaches be needed for handling difficult customers?
- Why is it important to establish a company policy for handling customer needs?
- How do service guarantees encourage customers to provide feedback?