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WorksheetsHOW TO COMPLAIN
Total questions: 11
Worksheet time: 6mins
Starting a complaint with “I’m sorry to bother you” or “Excuse me, I wonder if you can help me” puts the listener at ease.
TRUE
FALSE
Try phrasing your complaint as a request for help.
For example: “Can you help me with this? My shirt came back from the laundry missing buttons.”
TRUE
FALSE
Explain what the correct situation should be by introducing it with the expression such as “There has been a misunderstanding.”
TRUE
FALSE
Don't blame the person you're dealing with.
TRUE
FALSE
Use the phrase “I understood that…” to let person you are speaking to know you’re well-informed and are suspicious they might be trick you.
TRUE
FALSE
Singled out.
Which expression is NOT for making a complaint?
I have a complaint to make…
There seems to be a problem with…
I’m afraid there is a slight problem with…
Sorry to bother you but…
I’m so sorry, but this will never happen again.
Singled out.
Which expression is NOT for making a complaint?
I can’t tell you how sorry I am.
There appears to be something wrong with…
I was expecting… but…
I want to complain about…
I’m afraid I’ve got a complaint about…
Singled out.
Which expression is NOT for accepting a complaint?
I can’t tell you how sorry I am.
I wish I never happened.
I’m sorry, we promise never to make the same mistake again.
I’m so sorry, but this will never happen again.
Excuse me but there is a problem…
Singled out.
Which expression is NOT for rejecting a complaint?
Sorry, there is nothing we can do about it.
Sorry but it’s not our fault.
I’m afraid there isn’t much we can do about it.
Sorry to bother you but…
What type of complaints do guests make when they feel they've been mistreated by the hotel staff?
Service-related complaints
Unusual complaints
Mechanical complaints
Attitudinal complaints
Which of the following is not a guideline for handling guest complaints professionally?
Concentrate on the problem, not on placing blame.
Do not take notes until after the guest is finished. It will slow the guests down and make them think that you don’t care about the problem.
Monitor the progress of the corrective action, even if the complaint was resolved by someone else.
Isolate the guest if possible, so that other guest won’t overhear.
