COMPLAIN HANDLING EXAM

Means action that show dissatisfaction through verbal or written directly to a product, service or idea that needs an immediate solution.

• Compliment

• Competent

• Complaint

• Confidence

Complaints come and applied to any situation except:

• Come from customers, relatives and non-customers.

• Deserve acknowledgement and response

• made by individuals anonymously or by individuals with no previous interaction.

• none of the above

These are the major complaints made by the customers, except:

• Sales Agent

• Product

• Feelings

• Service

What will be the best action on this scenario: Customer thinks that his opinion is correct, and he hopes that his suggestion or opinion will be taken seriously and hope to get an apology or reflection from the staff.

• Deal w/ the user’s feelings, think from the user’s point of view. Supervisor needs to handle this case to satisfy the user’s self-esteem.

• Determine what kind of compensation the user wants to obtain. If we can give, communicate w/ the user according to the compensation. If not, apologize. And tell the user that I’ve tried to request but it’s not scope w/ company regulations.

Scenario: Customer complained because he felt that he had suffer a loss. Customer needs/expecting ?

• RESPECT

• COMPENSATION

Experience Store Supervisor purpose

• MIDDLE PERSON FOR ALL AFTERSALES CONCERN, COMPLAINTS AND SUPERVISION.

• CAN'T BE THE POINT PERSON FOR ALL AFTERSALES CONCERN, COMPLAINTS AND SUPERVISION. ADDITIONAL BUT CAN MAKE A WAY TO RESOLVE THE PROBLEM.

• POINT PERSON FOR ALL AFTERSALES CONCERN, COMPLAINTS AND SUPERVISION. ADDITIONAL, MAKE A WAY TO RESOLVE THE PROBLEM.

ESS or store personnel poor practices....

• ESS is busy in personal issues, ignoring customer or turning a deaf ear to the customer inquiries.

• Speak with strong and tough tone interrogate or question the customer (Can’t you understand? Can you repair it or do I repair it? )

• all of the above except A

• all of the above except C

The process of building trust to irate clients...

• SERVICE ATTITUDE-PROFESSIONAL OPENING- LISTEN CAREFULLY-RESPONSE

• SERVICE ATTITUDE-LISTEN CAREFULLY- RESPONSE- PROFESSIONAL OPENING

• LISTEN CAREFULLY- SERVICE ATTITUDE-RESPONSE- PROFESSIONAL OPENING

• PROFESSIONAL OPENING- SERVICE ATTITUDE- LIESTER CAREFULLY- SERVICE ATTITUDE

Understand the scenario: "The complaint response is not to satisfy all the user’s expectations, but to focus on solving the problem and achieve a win-win situation".

• TRUE

• NOT APPLICABLE

• DEPENDS ON SITUATION

• NONE OF THE ABOVE

4 Steps in handling complaints...

• LISTEN-ASK-REPEAT-CHECK

• LISTEN-ASK-RAISE CONCERN-CHECK

• LISTEN-RESPONSE-REPEAT-CHECK

• LISTEN-RESPONSE-ASK FOR HELP-CHECK