Deck 7: Process Customer Complaints

Question 1

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

Answer 1

False

Question 2

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.

Answer 2

True

Question 3

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

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

Answer 3

C

Question 4

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

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

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

Question 6

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

Question 7

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

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

Question 8

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

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

Question 9

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.

Question 10

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

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