Title: Strategize resolutions for customer-service complaints.
Course: Hospitality, Tourism, and Recreation II (16999-II) > Section: Demonstrating Techniques for Guest and Customer Service

Strategizing should be based on a written case study and include the goals of

- improving accommodations
- promoting equity
- improving customer relations and business reputation
- increasing repeat business
- improving community relations.

Process/Skill Questions:

Thinking

- What is repeat business?
- What are the consequences of not providing for the needs of special populations?

Communication

- What accommodations should be available for special-needs populations?
- How does accommodating special-needs populations affect a business's community standing?
- What can employees do to improve customer relations with special-needs populations?

Leadership

- Why is it important to accommodate the needs of special populations?
- What strategies can be practiced to eliminate repeat complaints?

Management

- Why is repeat business important?
- Why does management document case studies in their customer service history, especially when there are negative outcomes?
- How can management ensure employees use problem resolution skills to handle customer complaints?