Handling Customer Complaints Quiz

A customer says, "My computer won't turn on." What is the best first response?

• Ignore the complaint.

• Ask if the customer has plugged in the power cable.

• Tell the customer to buy a new computer.

• Laugh at the complaint.

• End the conversation.

Which sentence shows politeness when responding to a complaint?

• "Calm down, it's not a big problem."

• "Why are you calling me?"

• "I understand your problem. Let me help you."

• "That's your fault."

• "I don't care."

If a customer reports a hard drive failure, what should the technician do first?

• Replace the monitor.

• Restart the computer repeatedly.

• Check and diagnose the hard drive.

• Ask the customer to change the keyboard.

• Ignore the issue.

What is the correct way to apologize for inconvenience?

• "Sorry for the inconvenience, we will handle it immediately."

• "It's not my fault."

• "Just wait until it fixes itself."

• "I don't have time."

• "You should repair it yourself."

A polite closing statement after handling a complaint is:

• "Good luck fixing it."

• "Thank you for your patience, we are happy to assist you."

• "Don't call again."

• "I am tired of complaints."

• "It's not important."

A customer says: "My laptop overheats and shuts down." The best advice is:

• "Place the laptop on a flat, hard surface and check the fan."

• "Throw it away."

• "Don't use it anymore."

• "Put it under the pillow."

• "Forget about it."

Which sentence is the best example of active listening?

• "So, your computer screen goes black after 10 minutes, correct?"

• "That's not true."

• "I already know the problem."

• "Stop complaining."

• "Maybe it's nothing."

The phrase "We will send a technician tomorrow" is an example of:

• Complaint

• Promise of solution

• Insult

• Ignorance

• Question

The sentence "Can you describe what happened before the failure?" is used to:

• Refuse service

• Gather information

• Blame the customer

• End the conversation

• Avoid responsibility

A polite way to offer help is:

• "Do you want me to check it for you?"

• "Why don't you fix it yourself?"

• "It's not my job."

• "Stop wasting my time."

• "I don't care."