RECEIVE AND RESOLVE CUSTOMER COMPLAINTS

What is the definition of a customer complaint?

• • An expression of satisfaction

• An expression of dissatisfaction

• • A compliment

• • A suggestion for improvement

Which communication technique is important for accurately recording a verbal complaint?

• • Interrupting the customer to gather details quickly

• • Using active listening and empathy

• • Ignoring the customer's concerns

• • Responding defensively

What are some common reasons why customers complain?

• • Their expectations have been exceeded

• • They want to release their happiness

• • They want to improve the service

• • They are unconcerned about others

Which of the following is a generic customer need?

• • Being served by unfriendly staff

• Feeling disrespected

• • Value for money

• • Uncomfortable surroundings

Why is it important to maintain a complaint register or file?

• • To ignore customer complaints

• To meet enterprise information system requirements

• • To forget about customer concerns

• • To decrease customer satisfaction

What technique should be used to identify the exact nature of a customer's complaint?

• Avoid asking clarifying questions

• • Respond without understanding the complaint fully

• • Use appropriate communication techniques

• Assume the complaint without confirmation

Which of the following is NOT a common customer need?

• • Feeling welcomed

• • Value for money

• Clean surroundings

• • Disrespectful treatment

What should staff provide when delivering quality customer service?

• • Slow and unresponsive service

• Unhygienic surroundings

• • Prompt and courteous service

• • Ignorance towards customers

What are some key elements of resolving a customer complaint?

• • Reacting defensively to customer concerns

• • Ignoring the complaint and moving on

• • Providing genuine apologies and solutions

• Offering excuses and blaming others

Which of the following is a customer's wish or expectation?

• • Feeling unwelcomed

• • Being ignored by staff

• • Slow and discourteous service

• • Being remembered and recognized