Listening to Customer Complaint

Which of the following is a wrong notion of a customer complain?

• It is good because it is a chance to improve the service.

• It is bad because customers will take advantage the situation to get free food.

• It is good because it will serve as a quality check in the service of a restaurant.

• None of the above

Usual customer complains according to Cousins, Lilicarp, and Weeks (2017) are the following, EXCEPT:

• Small serving portion

• Reservation not recorded

• Cold food

• Poor attitude of the staff

The following are keys in responding to complaint, EXCEPT:

• Being sensitive

• Being courteous

• Being defensive

• Being discreet

The following are forms of written complain, EXCEPT:

• Letter

• E-mail

• Over the telephone

• Customer feedback form

The following are signs of dissatisfaction that can be observe, EXCEPT:

• The way customer look

• Customer's body language

• Customer's voice

• Customer's actions

The first step in listening to complaint.

• Questioning

• Arguing

• Greeting

• Listening

Questioning as part of listening to the complaint is important because..

• We can acquire more accurate information

• It demonstrates active and genuine interest in resolving complaint

• We can clarify ambiguities

• We can have better understanding of the context

• all of the above

The following are techniques in questioning, EXCEPT:

• Ask misleading questions

• Rephrase questions

• Repeat questions

• Paraphrase the response of the customer

The following should be observed while handling customer's complaint, EXCEPT:

• Do not interrupt

• Apologize

• Disagree

• Act

The following SHOULD NOT BE DONE while handling customer's complaint, EXCEPT:

• Loose temper

• Call the manager

• Give personal comments

• Blame other staff