Complaints

1. What is the English word for 'Παράπονο'? a) Disturbance b) Complaint c) Issue d) Resolution

• Protest

• Objection

• Dispute

• Complaint

2. A guest who is 'δυσαρεστημένος' with the service is: a) Satisfied b) Assured c) Dissatisfied d) Rude

• Indifferent

• c) Dissatisfied

• Content

• Pleased

3. 'We would like to offer you our sincerest ________ for the inconvenience.' a) Anger b) Refund c) Apology d) Delay

• Apology

• Compensation

• Satisfaction

• Excuse

4. A customer asks for their money back. What are they requesting? a) Compensation b) Refund c) Fault d) Solution

• Exchange

• Credit

• Refund

• Reimbursement

5. If a hotel gives you a free upgrade for a mistake, they are trying to ________ you. a) Assure b) Apologize c) Compensate d) Lose their temper

• Diminish their reputation

• Increase their prices

• Compensate

• Confuse the guests

6. 'We deeply regret the ________ caused by the power outage during your stay.' a) Disturbance b) Complaint c) Abusive language d) Anger

• Inconvenience

• Disturbance

• Satisfaction

• Frustration

7. What does 'Ζήτημα/Πρόβλημα' mean in English? a) Fault b) Solution c) Issue d) Incident

• Issue

• Mistake

• Challenge

• Question

8. If a delay happens because of a 'σφάλμα' made by the airline, it means the airline made a: a) Complaint b) Fault c) Refund d) Queue

• Ticket

• Baggage

• Fault

• Delay

9. Passengers were frustrated due to a long 'ουρά'. What does this mean? a) Line b) Flight c) Ticket d) Service

• Line

• Boarding

• Airport

• Baggage

10. What is the English translation of 'Εξυπηρέτηση πελατών'? a) Customer Service b) Customer Satisfaction c) Customer Complaint d) Customer Feedback

• Customer Service

• Customer Engagement

• Customer Loyalty

• Customer Experience