Strategizing should be based on a written case study and include the goals of
- improving accommodations
- promoting equity
- improving customer relations and business reputation
- increasing repeat business
- improving community relations.
Process/Skill Questions:
Thinking
- What is repeat business?
- What are the consequences of not providing for the needs of special populations?
Communication
- What accommodations should be available for special-needs populations?
- How does accommodating special-needs populations affect a business's community standing?
- What can employees do to improve customer relations with special-needs populations?
Leadership
- Why is it important to accommodate the needs of special populations?
- What strategies can be practiced to eliminate repeat complaints?
Management
- Why is repeat business important?
- Why does management document case studies in their customer service history, especially when there are negative outcomes?
- How can management ensure employees use problem resolution skills to handle customer complaints?