Customer Complaint Handling Quiz

Dedi received a complaint from a customer about a defective product. What is the first element in handling customer complaints?

• Respond to complaints

• Refer complaints

• Identify and analyse the complaint

• Determine and agree upon appropriate action

While working at a local café, Adi noticed several types of complaints from customers. Which of the following is NOT a type of complaint mentioned?

• Difficult or demanding customers

• High prices

• Unhygienic conditions

• Rude staff and management

Sari is working at a customer service desk when a customer approaches her with a complaint about a product. What is a key technique for receiving a verbal complaint?

• Using technical jargon

• Raising your voice

• Active listening

• Ignoring the customer

Which of the following is a common customer need?

• To be served by friendly staff

• To wait longer for service

• To be charged extra

• To feel ignored

What should Titi do when a complaint is received?

• Dismiss it immediately

• Ignore the complaint

• Record the details

• Wait for the customer to leave

During a group project, Yuni noticed that effective communication was crucial for their success. What is an important aspect of effective communication?

• Maintaining eye contact

• Speaking quickly

• Using complex language

• Avoiding questions

Rizky received a complaint about a product he sold. What should be included in a written record of this complaint?

• Personal opinions

• Details of the complaint

• Nothing at all

• Only the customer's name

What is a common reason for escalating a complaint?

• The staff member is busy

• The complaint is of a serious nature

• The customer is satisfied

• The complaint is trivial

What is a key to handling complaints effectively?

• Being dismissive

• Being indifferent

• Being positive

• Being rude

What should Rudi do after resolving a complaint?

• Blame the customer

• Ignore the customer

• Inform the customer of the outcome

• Forget about it