Tourism Unit 6 Difficult customers

How does solving difficult-customer situations benefit you personally?

• You will encounter difficult customers less frequently.

• Your customers will be happier.

• You gain valuable communication skills.

• Your boss will automatically give you a raise.

Providing great customer service is

expected from employees and important to

businesses because

• it is the law.

• it is key to doing well and staying in

  business.

• it is fun.

• All of the above.

When a customer is upset what is the first step we should take to try to deescalate the situation?

• Ask questions

• Call the manager

• Listen and allow them to vent

• Tell them it's not that deep

If a customer is being aggressive and using vulgar language towards you, what's the next step you should take?

• Cry

• Call over security

• Curse back

• Tell them to get out

What do you call a line of people waiting to buy something?

• a queue

• a life line

• a que

• a snake

What is another term for "vulgar and offensive language"?

• abusive language

• obtrusive language

• calling language

• Latin language

When a customer gets angry we can also say that he ______

• lost his temper

• lost his marbles

• lost his pyjamas

• lost his sense of belonging

If a customer doesn't want to cooperate we can say he is ___________

• uncooperative

• discooperative

• miscooperative

• anticooperative

If a customer is not satisfied we can say he is ___________

• dissatisfied

• irsatisfied

• missatisfied

• antisatisfied

When a customer creats a situation in which we must take extra action that takes us away from our standard duties we can say that he creates ________

• a disturbance

• a turbulance

• a distrust

• a disarray