Question 1

If a situation cannot be resolved peacefully and becomes threatening, then:

Accepted Answer

A)  you may need to resort to violence 
B)  other staff may need to help throw them out 
C)  you may need to lock down the store 
D)  security or police may need to be called 
A)  you may need to resort to violence 
B)  other staff may need to help throw them out 
C)  you may need to lock down the store 
D)  security or police may need to be called D

Question 2

In your daily work life you will need to deal with people from all walks of life and …

Accepted Answer

A)  from many different needs 
B)  in a range of different situations and circumstances 
C)  it will provide you with many learning experiences 
D)  be able to react to many different circumstances 
A)  from many different needs 
B)  in a range of different situations and circumstances 
C)  it will provide you with many learning experiences 
D)  be able to react to many different circumstances B

Question 3

The last thing you want to do is aggravate a situation by:

Accepted Answer

A)  making the customer repeat themselves again and again to different people 
B)  giving the customer a very inappropriate solution 
C)  telling the customer they are the one at fault 
D)  arguing that the organisation is not responsible 
A)  making the customer repeat themselves again and again to different people 
B)  giving the customer a very inappropriate solution 
C)  telling the customer they are the one at fault 
D)  arguing that the organisation is not responsible A

Question 4

In order to resolve a complaint made by the customer you will:

Accepted Answer

A)  have to ensure you are able to solve problems 
B)  need to be in a management position 
C)  need to apply problem-solving skills 
D)  just have to give them a refund 
A)  have to ensure you are able to solve problems 
B)  need to be in a management position 
C)  need to apply problem-solving skills 
D)  just have to give them a refund

Question 5

A person's feelings and opinions are very real and valid to them. If your feelings and opinions differ from someone else's, it does not make their views invalid or wrong - just different.

Accepted Answer

A) True 
 B)False

Question 6

Based on the examination and review of all the facts involved in a customer complaint, a decision can be made about how the complaint should be resolved.

Accepted Answer

A) True 
 B)False

Question 7

A viable resolution means that while the customer's needs must be satisfied:

Accepted Answer

A)  you must ensure the customer is happy with the solution you provide 
B)  the final result must ensure the customer brings their friends back 
C)  this must not be at an unrealistic cost to the organisation 
D)  the company's needs must always come first 
A)  you must ensure the customer is happy with the solution you provide 
B)  the final result must ensure the customer brings their friends back 
C)  this must not be at an unrealistic cost to the organisation 
D)  the company's needs must always come first

Question 8

The first step towards resolving the conflict should be an argument with the customer.

Accepted Answer

A) True 
 B)False

Question 9

How well you deal with complaint situations will have a direct impact on whether the customer ends up going away or continues complaining.

Accepted Answer

A) True 
 B)False

Question 10

Developing a basic understanding of the issues you may be faced with will not prepare you to deal confidently with customer complaints.

Accepted Answer

A) True 
 B)False

If a situation cannot be resolved peacefully and becomes threatening, then:

In your daily work life you will need to deal with people from all walks of life and …

The last thing you want to do is aggravate a situation by:

In order to resolve a complaint made by the customer you will:

A person's feelings and opinions are very real and valid to them. If your feelings and opinions differ from someone else's, it does not make their views invalid or wrong - just different.

Based on the examination and review of all the facts involved in a customer complaint, a decision can be made about how the complaint should be resolved.

A viable resolution means that while the customer's needs must be satisfied:

The first step towards resolving the conflict should be an argument with the customer.

How well you deal with complaint situations will have a direct impact on whether the customer ends up going away or continues complaining.

Developing a basic understanding of the issues you may be faced with will not prepare you to deal confidently with customer complaints.

Contribute to the Health and Safety of Self and Others

Apply Knowledge of Whs Legislation in the Workplace

Participate in Environmentally Sustainable Work Practices

Communicate in the Workplace

Work Effectively With Diversity

Deliver and Monitor a Service to Customers

Recommend Products and Services

Promote Innovation in a Team Environment

Work Effectively With Others

Organise Personal Work Priorities and Development

Organise Schedules

Organise Workplace Information

Maintain Business Resources

Use Business Technology

Develop Keyboarding Speed and Accuracy

Producing Business Documents

Produce Spreadsheets

Create Electronic Presentations

Maintain Financial Records

Filters

Exam 7: Process Customer Complaints

If a situation cannot be resolved peacefully and becomes threatening, then:

In your daily work life you will need to deal with people from all walks of life and …

The last thing you want to do is aggravate a situation by:

In order to resolve a complaint made by the customer you will:

A person's feelings and opinions are very real and valid to them. If your feelings and opinions differ from someone else's, it does not make their views invalid or wrong - just different.

Based on the examination and review of all the facts involved in a customer complaint, a decision can be made about how the complaint should be resolved.

A viable resolution means that while the customer's needs must be satisfied:

The first step towards resolving the conflict should be an argument with the customer.

How well you deal with complaint situations will have a direct impact on whether the customer ends up going away or continues complaining.

Developing a basic understanding of the issues you may be faced with will not prepare you to deal confidently with customer complaints.

Contribute to the Health and Safety of Self and Others

Apply Knowledge of Whs Legislation in the Workplace

Participate in Environmentally Sustainable Work Practices

Communicate in the Workplace

Work Effectively With Diversity

Deliver and Monitor a Service to Customers

Recommend Products and Services

Promote Innovation in a Team Environment

Work Effectively With Others

Organise Personal Work Priorities and Development

Organise Schedules

Organise Workplace Information

Maintain Business Resources

Use Business Technology

Develop Keyboarding Speed and Accuracy

Producing Business Documents

Produce Spreadsheets

Create Electronic Presentations

Maintain Financial Records

Filters