Effective Complaint Handling Quiz, CVE-3 EXP U 1

Offering to help further after resolving a complaint demonstrates:

• That you're eager to end the conversation

• A commitment to good customer service

• That you expect them to have more complaints

• A lack of confidence in your ability to solve the issue

An open-ended question used to get details about a complaint might be:

• Is there anything else wrong?

• Do you want a refund?

• Can you tell me more about what happened?

• Shouldn't you have checked the order more carefully?

Which of these is an example of a strong verb to use when making a complaint?

• Feel

• Think

• Report

• Believe

Which is an example of summarizing a customer's complaint?

• So you're saying everything is perfect?

• Let me guess, you're unhappy.

• If I understand correctly, your order arrived late?

• There must be some mistake on your end.

When making a complaint, it's generally best to:

• Focus on the desired outcome

• Avoid mentioning the desired outcome

• Be unclear about the specific problem

• Make accusations and threats

When making a complaint, it's most effective to be:

• Vague and emotional

• Clear, concise, and specific

• Indirect and avoidant

• Blaming and accusatory

When asking for clarification, it's helpful to:

• Assume you already know everything

• Repeat key details to acknowledge the customer's concern

• Interrupt with solutions before they finish explaining

• Offer generic apologies without addressing the specifics

When handling a complaint, it's important to:

• Interrupt the customer and offer solutions quickly

• Listen actively and show empathy

• Blame the customer for any misunderstanding

• Minimize the importance of the issue

When apologizing for a customer complaint, you should:

• Deny responsibility and offer excuses

• Acknowledge the inconvenience and apologize sincerely

• Place blame on another department or employee

• Downplay the seriousness of the issue

Thanking a customer for a complaint should show:

• Annoyance that they wasted your time

• Appreciation for their patience and understanding

• Disbelief that they would even complain

• A sense of urgency to get them off the phone