Reading comprehension: A simple seven step solution

What's the main idea of the text?

• How to successully handling complaints

• How she feels about complaints

• How to give a quickly solution

According to the autor, Why do people complain?

• Because guests who complain are giving a second chance to make it right for them.

• Because they want to give you a gift wrapped in shiny, gold paper with a big red ribbon on top

• Because they are seldom upset

How many guests actually complain when they are dissatisfied with service?

• 4%

• 96%

• 95%

What percentage of guests wil not convey their dissatisfaction?

• 96%

• 4%

• 95%

One of the following complaints are not mentioned in the text

• Reheating soup

• Several food incorrectly prepared

• A too expensive meal

what is not mentioned as an advice?

• Taking a complaint professionally not personally

• Trainning your staff profesionally handle service issues

• Replace the meal if the guste ask for

According with step one, the word"us" refers to:

• guest

• staff

• the author

According with step two, why is it important to ask and repeat the complaint?

• Because it will ensure that you have understood the concern properly.

• Because most of the time they don't understand

• Because it will provide them satisfaction

According with step three, What percentage of service providers offer an apologize?

• 50%

• 96%

• 51%

What is the main idea of step four?

• Emphatize with the guest

• Understand his side

• Feel confident