Identification should include

• being polite
• using proper forms of address
• maintaining one's composure
• employing active listening skills
• understanding available options to satisfy customers
• responding to feedback in-person and on digital platforms
• recognizing how professionalism, timely responses, and empathy affect customer satisfaction.

Process/Skill Questions:

• What are some methods to handle customer complaints?
• Why is it so important to maintain composure when a customer is complaining?
• Why should companies empower employees to solve basic customer complaints?

Teacher Resource: Federal Trade Commission (FTC) Consumer Advice