Title: Explain company policy to a customer in a sports and entertainment context.
Course: Sports and Entertainment Management (12163-II) > Section: Developing Customer Service Skills

Explanation of company policy should include the importance of eliminating customer confusion, providing consistent guidelines for customers, and developing a positive company image. Explanation should consist of

- understanding the policies oneself
- describing relevant policies simply and accurately
- keeping abreast of policy changes
- knowing when to refer a policy matter to a supervisor or specialist.

Process/Skill Questions:

- What types of customer-service policies exist during a sports or entertainment event?
- Where should company policies and procedures be located for quick reference?
- What are some consequences of an employee not following company policy?
- What is employee empowerment? Why is it important for managers to empower their employees?
- When dealing with a customer, when should an employee consider asking for assistance from a supervisor or manager?