Demonstrate skills to address a challenging situation or customer.

Demonstration should include an application of basic problem-solving skills, such as the following:

• Clarifying the problem
• Overcoming objection
• Empathizing with the customer
• Using active listening skills
• Obtaining and analyzing data as needed
• Finding a suitable solution
• Establishing procedures
• Following diversity training guidelines

Process/Skill Questions:

• What are the signs of a dissatisfied customer?
• What are some situations involving difficult customers that one might encounter in the travel and tourism industry?
• Why might different approaches be needed for handling difficult customers?
• Why is it important to establish a company policy for handling customer needs?
• How do service guarantees encourage customers to provide feedback?