Title: Demonstrate the handling of a difficult situation in the retail environment.
Course: Small Business Marketing (12161) > Section: Demonstrating Customer Service Skills

Demonstration should include following the procedure for handling customers’ requests and questions, as well as understanding management’s role and company policies. Demonstration should include the following steps:

- Listen
- Acknowledge
- Resolve

Process/Skill Questions:

- What are some protocols to establish to prepare for difficult situations in retail?
- How can teamwork help in managing a difficult situation in the store?
- How can an employee demonstrate conflict resolution skills when dealing with upset or aggressive customers?
- What strategies can be used to de-escalate tension and restore normalcy after the event?
- Why is it important to understand company policy when handling customer complaints?
- What is management’s role in handling customer complaints?
- Why is it important to listen to the customer? Why should employees show empathy for customers?
- How should a company recognize compliments made by a customer with regard to the business, product, service, and/or staff?