Customer Complaints Handling

What is customer service?

• Services provided to customers before their purchase and/or use of services

• Services provided to customers after their purchase and/or use of services

• Services provided to customers before and after their purchase and/or use of services

What causes a customer to make a complaint?

• Customer service fails to provide an acceptable resolution for an issue

• Products purchased does not meet their expectations

• Long wait on hold when making an inquiry

• All of these

These characteristics will be shown by ___ complainers.

-extrovert, decisive

These characteristics will be displayed by ___ complainers.

-impulsive, more sociable

Kaeya bought a cheesy chicken burger from a store. He was dissatisfied with the burger because a piece of cheese is missing. He complained to the manager rationally and calmly. He is a ...

• Expressive complainer

• Constructive complainer

• Passive complainer

• Aggressive complainer

Keeping records of complaints for further improvement.

• Continuous improvement

• Customer-centric approach

• Objectivity and fairness

• Responsiveness

When Kaveh is complaining about the poor quality of the water bottle, the customer service continues doing his job and ignores him. Which principles and rules the customer service does not comply with?

• Customer-centric approach

• Objectivity and fairness

• Responsiveness

• Confidentiality

Ajax is a customer service working at Goethe Hotel. He likes to share issues he encountered when performing his job with his colleagues without concealing customers' personal information. Which principles and rules does Ajax comply with?