WorksheetsListening to Customer Complaint
Total questions: 10
Worksheet time: 3mins
Which of the following is a wrong notion of a customer complain?
It is good because it is a chance to improve the service.
It is bad because customers will take advantage the situation to get free food.
It is good because it will serve as a quality check in the service of a restaurant.
None of the above
Usual customer complains according to Cousins, Lilicarp, and Weeks (2017) are the following, EXCEPT:
Small serving portion
Reservation not recorded
Cold food
Poor attitude of the staff
The following are keys in responding to complaint, EXCEPT:
Being sensitive
Being courteous
Being defensive
Being discreet
The following are forms of written complain, EXCEPT:
Letter
Over the telephone
Customer feedback form
The following are signs of dissatisfaction that can be observe, EXCEPT:
The way customer look
Customer's body language
Customer's voice
Customer's actions
The first step in listening to complaint.
Questioning
Arguing
Greeting
Listening
Questioning as part of listening to the complaint is important because..
We can acquire more accurate information
It demonstrates active and genuine interest in resolving complaint
We can clarify ambiguities
We can have better understanding of the context
all of the above
The following are techniques in questioning, EXCEPT:
Ask misleading questions
Rephrase questions
Repeat questions
Paraphrase the response of the customer
The following should be observed while handling customer's complaint, EXCEPT:
Do not interrupt
Apologize
Disagree
Act
The following SHOULD NOT BE DONE while handling customer's complaint, EXCEPT:
Loose temper
Call the manager
Give personal comments
Blame other staff
