Description should reflect the need to resolve a customer's complaint through skills and behavior such as
- listening
- receiving feedback
- giving feedback
- empathizing
- maintaining ethical standards
- displaying a clear understanding of company policies
- exhibiting patience
- preventing vs. solving problems.
Process/Skill Questions:
- What are common customer complaints in the sports and entertainment industries?
- How does an employee learn how to resolve customer complaints?
- How can the employee be proactive in reducing or preventing customer-service complaints?
- What is an example of a customer complaint made in the sports and entertainment industries?
- Why is it important for the employee to understand their decision-making authority when dealing with customer complaints?