A customer is upset when he discovers his tee time reservation has been lost. Which interpersonal skill would be most useful in resolving this situation?

When a customer is upset due to a lost tee time reservation, showing understanding is particularly important in de-escalating the situation and fostering a sense of trust and rapport. By empathizing with the customer's frustration, the attendant can validate their feelings, which can help soothe the customer’s anger and disappointment. This skill involves active listening and demonstrating that you recognize the inconvenience caused by the situation, making the customer feel heard and valued.

Displaying understanding does not just acknowledge the customer's emotional state; it can also pave the way for further communication about potential solutions. When a customer sees that their concerns are taken seriously, they are more likely to be receptive to discussions on addressing the issue, whether through reinstating a reservation, providing an alternative solution, or other compensatory measures. This approach can turn a negative experience into a positive one by enhancing customer satisfaction through attentive and responsive service.

The other interpersonal skills listed may also contribute to resolution but are less focused on directly addressing the customer's emotional needs at that moment. Stating your purpose clearly is about clarity in communication, while inviting feedback and personalizing solutions are useful follow-up skills once the customer's feelings have been acknowledged. However, in this initial stage, showing understanding stands out as the most effective way to connect with an