Student follows the customer service procedures as outlined in the organizational policies (complaint process) The customer is greeted in a friendly, professional manner Active listening is used to clarify customer's problem or complaint o disgruntled customers are prioritized over any work duties undertaken o Student deals with customer in an empathetic manner o Student remains calm and focused talk with your customer to understand the problem talk with your supervisor to discuss any compensation or solution already offered Solutions for the complaint are identified with the customer Student resolves escalated issues with solutions appropriate to the service issue, customer spend, customer importance and other organizational constraints Customer is invited to return to the establishment / experience other products and services The customer is fare welled in a professional manner All details are recorded or stored as relevant