Making complaints

Front

What is a common reason for a customer to make a complaint?

Back

A common reason for a customer to make a complaint is dissatisfaction with a product or service, such as a malfunctioning item or poor quality.

Front

How should a manager respond to a customer's complaint about a product not working?

Back

A manager should listen to the customer's issue, express empathy, and offer a solution, such as troubleshooting the problem or providing a replacement.

Front

What does it indicate when a customer threatens to involve the police over a complaint?

Back

It indicates that the customer is very angry and feels that their issue is serious enough to warrant legal action.

Front

What is the importance of a receipt when claiming a product guarantee?

Back

A receipt serves as proof of purchase and is often required to validate a product guarantee or warranty.

Front

What is a suitable response when a customer states that their pizza doesn't look good?

Back

A suitable response would be to offer a refund or replacement to address the customer's dissatisfaction.

Front

What is the role of empathy in handling customer complaints?

Back

Empathy helps to validate the customer's feelings and can de-escalate a tense situation, making the customer feel heard and understood.

Front

What should a customer do if they are unhappy with a service they received?

Back

The customer should communicate their concerns to the management, providing specific details about what was unsatisfactory.

Front

What is a common outcome of effective complaint resolution?

Back

Effective complaint resolution can lead to increased customer satisfaction, loyalty, and positive word-of-mouth.

Front

What are some common phrases customers use when making complaints?

Back

Common phrases include 'I am not satisfied with...', 'This is unacceptable...', and 'I would like a refund for...'.

Front

What is the significance of a guarantee for a product?

Back

A guarantee provides assurance to the customer that the product will perform as expected and outlines the recourse available if it does not.