Title: Describe procedures for handling a customer's complaint.
Course: Sports and Entertainment Marketing (12163-I) > Section: Developing Customer Service Skills

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?