Title: Demonstrate customer relations by providing information and directions, handling inquiries, and solving problems or complaints.
Course: Hospitality, Tourism, and Recreation II (16999-II) > Section: Demonstrating Techniques for Guest and Customer Service

Demonstration, regardless of the level of customer interaction, should include

- maintaining a positive, helpful attitude
- ensuring the customer's experience is pleasant
- addressing and solving customer problems in ways that least inconvenience the customer
- determining the relationship between employees’ attitudes and actions and customer satisfaction
- taking notes.

Process/Skill Questions:

Thinking

- Why is customer convenience an important part of customer service?
- How can customer relations make or break a facility?

Communication

- What type of training should employees have in customer relations?
- How can nonverbal communication be used in a positive way in customer relations?

Leadership

- How can leaders set the tone for customer relations?
- What types of customer complaints should management ignore?

Management

- How is management ultimately responsible for the success of the facility's customer service?
- Why do customer relations vary from customer to customer?