Title: Respond to inquiries and suggestions from customers, coworkers, and supervisors in a sports and entertainment context.
Course: Sports and Entertainment Management (12163-II) > Section: Developing Customer Service Skills

Response should include

- clarifying inquiries
- locating sources of relevant and accurate information
- responding in a culturally appropriate, professional, and timely manner
- using direct, descriptive, and specific language
- following company policy regarding referral of inquiries to coworkers or supervisors
- treating every customer contact as a potential sale and retention opportunity.

Process/Skill Questions:

- When might it be important to clarify an inquiry?
- How can a customer inquiry be turned into a sales opportunity?
- Why is it important to set realistic expectations for customers?
- What is considered a timely response to a customer inquiry?