7. FBS Dealing with Complaints _ Assessment 1

How is dealing with a complaint described? 

• Least enjoyable part of the job.

• Most enjoyable part of the job 

• Fun 

• Exciting 

Which one of the following is a word to be avoided, when addressing the complaint and Guest?

• Yes

• Absolutely

• Never

• Certainly

The type of apology in which you are sympathetic with the Guest means that you accept responsibility for the problem. 

• TRUE 

• FALSE 

What kind of language does, "What's the problem?" fall into?

• Positive language 

• Negative language 

• Joyful 

• Distraught 

What does a frawn on a server's face express? 

• Annoyance 

• Joy 

• Excitement 

• Calmness 

You should allow the Guest to fully complain and not interupt them. 

• TRUE 

• FALSE 

Why is knowing the Guest's exact expectations important?

• It allows us to avoid the problem.

• It allows us to hide the issue.

• It allows us to judge whether they're misinformed or unrealistic. 

• It alows us to judge the Guest and their character. 

How should you exlain the correct information to the Guest with unrealistic expectations? 

• Politely 

• Rudely 

• Condescendingly 

• Forcefully 

If the Guest is misinformed and therefore have unrealistic expectations, who is at fault? 

• You 

• The Establishment

• Other Waiters

• The Guest

You should explain in details the actual information and limitations that make their expectations unrealistic. 

• TRUE 

• FALSE