Handling Clients Queries

What is the primary focus of Module 5?

• Proper Handling of Client’s Queries

• Guest Room Decoration

• Housekeeping Equipment Maintenance

• Food and Beverage Management

What acronym is recommended for solving problems faced by housekeeping staff?

• LAST

• FAST

• CARE

• HELP

What is one common problem faced by the housekeeping department?

• Insufficient food supplies

• Noise from other rooms

• Lack of staff training

• Overbooking of rooms

What should a customer service representative do first when answering a call?

• Transfer the call to a manager

• Ask for the caller's name

• Greet the caller courteously

• Put the caller on hold

What is a key expectation of customers when they make inquiries?

• To speak with a manager immediately

• To be put on hold for a long time

• To be treated courteously

• To receive a discount

What is one proposed solution for staff who cannot speak other languages?

• Ignore the language barrier

• Provide language training programs

• Hire only English-speaking staff

• Use translation apps exclusively

What should be done if a customer issue cannot be resolved in one call?

• Transfer the call to another department

• Ask the customer to call back later

• Call the customer back in a timely manner

• Forget about the issue

What is the importance of following up with customers after resolving an issue?

• To sell additional services

• To gather personal information

• To ensure customer satisfaction

• To ask for a review

What is one of the main goals of the module?

• To increase sales

• To improve customer service skills

• To train staff on cleaning techniques

• To enhance marketing strategies

What should housekeeping staff do if they encounter a problem they cannot handle?

• Handle it themselves regardless

• Call for help from a supervisor

• Ignore the problem

• Report it to the guests