Customer Service Quiz

A customer angrily demands a refund for a late delivery. The system shows the product was delivered on time. Which is the BEST response?

• Tell the customer they are wrong

• Show them the system record and end discussion

• Apologize for the confusion and investigate further

• Refuse refund immediately

True or False: Customers often judge service recovery more than the original mistake.

• True

• False

A restaurant guest says, "This is not what I ordered!" Which TWO actions demonstrate service recovery?

• Apologize immediately

• Argue with the guest

• Replace the meal quickly

• Explain that mistakes are normal

A retail staff member notices a customer is comparing prices on their phone. Which is the BEST way to respond?

• Ignore them

• Offer to explain the value of your product

• Criticize competitors

• Walk away

True or False: A sincere apology without a solution is always enough to satisfy customers.

• True

• False

Which THREE actions demonstrate professionalism in the hospitality industry?

• Arriving on time

• Maintaining personal hygiene

• Using slang with guests

• Following service standards

A customer service agent receives an email written in anger. Which is the MOST effective first step?

• Ignore the tone and focus on solving the issue

• Reply in the same tone

• Delay response to "cool them down"

• Copy the email to all staff

True or False: Customers are more likely to forgive mistakes when they feel respected and heard.

• True

• False

A citizen at a public office complains about long queues. Which TWO interventions will MOST improve satisfaction?

• Provide clear waiting time updates

• Introduce a ticketing system

• Blame lack of staff

• Avoid communication

A retail customer is confused by complex return policies. Which is the MOST effective action?

• Explain the policy clearly in plain language

• Tell them to "read the website"

• Quote the rules word-for-word

• Refuse to help