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WorksheetsCustomer Service and complaints
Total questions: 13
Worksheet time: 13mins
What is company image?
The way the company takes pictures
The way the company is seen by others and represents itself
How many likes the company gets on social media
The type of logo they have
How many seconds does it take to make a first impression?
5 seconds
12 seconds
7 seconds
11 seconds
Provide 2 examples of written communication
Sign language
Telephone
Letter
Provide 2 forms of non verbal communication
Sign language
letter
Face time
Facial expressions
If someone has sensory needs what 2 things might they need help with?
Speaking
hearing
Seeing
walking
How could you communicate with someone who doesn't speak your language?
Speak louder
Talk slower
Use pictures and symbols
Don't try, get someone else to do it
Which legislation helps to protect those with a disability?
Race relations Act
Equal Opportunities Act
Disability Discrimination Act
Disability Act
Which emotions are customers likely to feel when complaining? Select 3
Angry
Upset
Embarrassed
confused
How can a complaint help a business? select 2 answers
It can help you improve areas
Gets customers to use other companies
It can't
Identify under performing staff
How can complaints be bad for business? Select 2 answers
The business can improve
The business might lose customers and profits
The business might gain a negative public image
They aren't bad, only good
Why is it important to resolve complaints before customers leave? Select 2 answers
So the customer leaves satisifed
Less likely to receive higher level complaints and helps to minimise the risk of others finding out about the situation
Because the customer is always right
So that you don't have to deal with the person again
What are the first 3 things you should do when handling a complaint?
Listen, apologise, action
Listen, thank them for bringing it to your attention and apologise
Apologise, listen, seek best solutions
Apologise, seek best solutions, follow up
What 2 scenarios might require you to get your manager involved in the complaint?
When you don't want to deal with an angry customer
When the customer asks to speak to the manager
When the customer is happy with the solution
When you've reached your level of authority and need approval for further action
