ESP212 Week 2 Review
Authored by ROBERTO DIAZ
English
KG - Professional Development
Used 1+ times
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10 questions
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1.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
Based on last week's reading, what are the top 3 worst complaints at restaurants? (multiple answers)
Dirty utensils
Dirty or ill-equipped restrooms
Impolite or condescending servers
Wrong checks
2.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
What are some Do's when handling complaints? (multiple answers)
Look the customer in the eye and say you're sorry.
Tell the customer to stop whining and just eat the food already.
Apologize and explain what the situation is.
Offer compensation (only if authorized)
3.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
What are some Don'ts when handling complaints? (multiple answers)
Apologize and offer an explanation.
Offer a compensation coffee or dessert even if you're not authorized.
If the customer yells at you, yell back at them even louder.
Ask the customer what seems to be the problem.
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the LAUGH Method? (one answer)
A method to make your customers laugh.
A method comprising 5 recommended steps for making customers, coworkers, and management laugh.
A method comprising of 5 recommended steps for handling complaints and upset customers.
5.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
What are some expressions you should definitely utter when eliciting and explanation from an upset customer? (multiple answers)
What seems to be the problem?
What now?
Can you explain what happened?
Please, tell me what happened.
6.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
What are some ways to apologize? (multiple answers)
OK, I'm sorry, but I still think you were the one who put that hair on the soup.
That's terrible, I apologize.
I'm so sorry that happened.
Please, accept my sincere apologies.
7.
MULTIPLE SELECT QUESTION
30 sec • 1 pt
What are some key expressions to show sympathy and understanding? (multiple answers)
How terrible!
That's awful!
That's very unfortunate!
Yeah? Well, life sucks for everyone!
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