WorksheetsKUIZ 3-HANDLING CUSTOMER COMPLAINT
Total questions: 20
Worksheet time: 19mins
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
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
How many seconds does it take to make a first impression?
5 seconds
12 seconds
7 seconds
11 seconds
Provide 2 forms of non verbal communication
Sign language
letter
Face time
Facial expressions
Provide 2 forms of non verbal communication
Sign language
letter
Face time
Facial expressions
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
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
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 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
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
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 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
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
