Complaint handling

A manager will use which of the following to help correct problems with an employee’s ability to help customers:

• Video games
• Coaching Sessions
• Naps
• Lunch Breaks

____ _____ is a company’s ability to supply wants and needs to customers.

• Customer service
• Profit sharing
• Human resources
• Customer surveys

Customer service is important for

• ensuring that money is made
• businesses to become popular on social media
• ensuring that customers are satisfied
• for understanding how to put other businesses out of business

When dealing with an agressive customer, it is perfectly fine to be agressive in return.

• True
• False

Complaint : A statement of expressing discontent or unhappiness about a situation

• True

• False

Constructive Feedback : A tool used to build things up and lets the other person know that you are on their side

• True

• False

Causes of Complaints

Why Do Guests Not Return?

68% ​​ ​ (a)  

14%​ ​ ​ (b)  

9%​ ​ ​ (c)  

5%​ ​ ​ (d)  

• • Personnel Attitude
• Merchandise
• Price
• Competitors

Feedback gives opportunities to

• •Evaluate how well you are doing

• •Identify positve points in your systems and processes and put them right

• •See situations from the colleagues point of view

• •Improve Guests satisfaction

Types of Complainers

​ (a)   ​ (b)   ​ (c)  

• Aggressive
• Passive
• Constructive
• Emotional
• Sensitive
• Riff off