Title: Handle different types of customers.
Course: Sports and Entertainment Marketing (12163-I) > Section: Developing Customer Service Skills

Demonstration should include

- angry customers
- confused customers
- customers suspected of pilfering
- customers with unreasonable demands
- customers under the influence of chemical substances
- customers with language barriers
- customers with disabilities or special needs.

Demonstration should also include an application of basic problem-solving skills to handle the situation, such as

- clarifying the problem
- empathizing with the customer
- obtaining and analyzing data as needed
- finding a suitable solution.

Process/Skill Questions:

- What are signs that suggest customer dissatisfaction?
- What are some situations involving difficult customers that might be encountered in the sports and entertainment industries?
- How does one determine the nature of a problem when communicating with a difficult customer?
- Why might different approaches be needed for handling different types of difficult customers?
- What positive outcomes can result from professional handling of dissatisfied customers?
- Why is understanding both verbal and nonverbal cues important in handling various types of customers?
- How can empathy help an employee solve a customer problem?