Handling Passenger Complaints
Authored by Nicola Austin
Others
12th Grade
Used 1+ times
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11 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the first step in handling a passenger complaint?
Empathise
Listen
Ask
Summarise
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Fill in the blank: To show you understand a passenger's concern without taking sides, you should ______.
Listen
Empathise
Ask
Summarise
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which step involves actively resolving the problem by asking questions?
Listen
Empathise
Ask
Paraphrase
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What should you do after listening to the passenger?
Empathise
Ask
Paraphrase
Summarise
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Fill in the blank: After understanding the problem, you should ______ to explain what you will do to resolve it.
Listen
Empathise
Paraphrase
Summarise
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Fill in the blank: To find out the facts and help solve the complaint, you should ______.
Listen
Empathise
Ask
Summarise
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the purpose of paraphrasing in handling complaints?
To listen carefully
To show empathy
To confirm understanding
To summarise the solution.
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