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WorksheetsCOMPLAIN HANDLING EXAM
Total questions: 10
Worksheet time: 2mins
Means action that show dissatisfaction through verbal or written directly to a product, service or idea that needs an immediate solution.
Compliment
Competent
Complaint
Confidence
Complaints come and applied to any situation except:
Come from customers, relatives and non-customers.
Deserve acknowledgement and response
made by individuals anonymously or by individuals with no previous interaction.
none of the above
These are the major complaints made by the customers, except:
Sales Agent
Product
Feelings
Service
What will be the best action on this scenario: Customer thinks that his opinion is correct, and he hopes that his suggestion or opinion will be taken seriously and hope to get an apology or reflection from the staff.
Deal w/ the user’s feelings, think from the user’s point of view. Supervisor needs to handle this case to satisfy the user’s self-esteem.
Determine what kind of compensation the user wants to obtain. If we can give, communicate w/ the user according to the compensation. If not, apologize. And tell the user that I’ve tried to request but it’s not scope w/ company regulations.
Scenario: Customer complained because he felt that he had suffer a loss. Customer needs/expecting ?
RESPECT
COMPENSATION
Experience Store Supervisor purpose
MIDDLE PERSON FOR ALL AFTERSALES CONCERN, COMPLAINTS AND SUPERVISION.
CAN'T BE THE POINT PERSON FOR ALL AFTERSALES CONCERN, COMPLAINTS AND SUPERVISION. ADDITIONAL BUT CAN MAKE A WAY TO RESOLVE THE PROBLEM.
POINT PERSON FOR ALL AFTERSALES CONCERN, COMPLAINTS AND SUPERVISION. ADDITIONAL, MAKE A WAY TO RESOLVE THE PROBLEM.
ESS or store personnel poor practices....
ESS is busy in personal issues, ignoring customer or turning a deaf ear to the customer inquiries.
Speak with strong and tough tone interrogate or question the customer (Can’t you understand? Can you repair it or do I repair it? )
all of the above except A
all of the above except C
The process of building trust to irate clients...
SERVICE ATTITUDE-PROFESSIONAL OPENING- LISTEN CAREFULLY-RESPONSE
SERVICE ATTITUDE-LISTEN CAREFULLY- RESPONSE- PROFESSIONAL OPENING
LISTEN CAREFULLY- SERVICE ATTITUDE-RESPONSE- PROFESSIONAL OPENING
PROFESSIONAL OPENING- SERVICE ATTITUDE- LIESTER CAREFULLY- SERVICE ATTITUDE
Understand the scenario: "The complaint response is not to satisfy all the user’s expectations, but to focus on solving the problem and achieve a win-win situation".
TRUE
NOT APPLICABLE
DEPENDS ON SITUATION
NONE OF THE ABOVE
4 Steps in handling complaints...
LISTEN-ASK-REPEAT-CHECK
LISTEN-ASK-RAISE CONCERN-CHECK
LISTEN-RESPONSE-REPEAT-CHECK
LISTEN-RESPONSE-ASK FOR HELP-CHECK
