FOD S112 - How to Handle Customer Complaints
Authored by Cristina Pastores
Other
11th Grade
Used 4+ times
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10 questions
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1.
FILL IN THE BLANKS QUESTION
45 sec • 1 pt
Guest complaint is an expression of (a) .
2.
FILL IN THE BLANKS QUESTION
45 sec • 1 pt
Customer or guest complaints can improve the (a) provided by the restaurant.
3.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
A well-handled customer complaint may results to __________________.
A guest will has a bad image of the restaurant.
Loss of customers
Time-consuming.
Improvement of the employee's services towards other customer.
4.
FILL IN THE BLANKS QUESTION
1 min • 1 pt
It is a type of complaint that occurs when the guest feels unwelcomed or unimportant by the attitude of the hotel staff.
(a)
5.
FILL IN THE BLANKS QUESTION
1 min • 1 pt
A type of complaint that deals with equipment malfunction.
(a)
6.
FILL IN THE BLANKS QUESTION
45 sec • 1 pt
A type of complaint that is associated with tangible aspects of the hotel or restaurant.
(a)
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Identify the type of complaint based on the statement.
"The waiter is rude."
Attitudinal complaint
Product-related complaint
Service-related complaint
Mechanical complaint
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