Title: List steps for solving a customer conflict.
Course: Education for Employment I (Preparation) (22153-36) > Section: Acquiring Customer-Service Skills

List should include the following:

- Define the problem.
- Brainstorm a solution.
- Evaluate solution suggestions.
- Choose a creative compromise.
- Resolve through mediation/arbitration.

Process/Skill Questions:

- Why is it important to understand company policy when handling customer complaints?
- Why is it important for an employee to listen to the customer?