1. What is the theme of this episode? \n
A. Understanding different types of complaints and the respective handling strategies \n
B. Techniques for handling grievances and soothing emotions of customers (Correct answer)\n
C. Applying different communication skills on different customers\n
D. Understanding the methods of mediation\n
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2. When a customer complains about the food for too salty, which of the following handling methods is more appropriate? \n
A. Explain to the customer that the food itself is fine, but everyone has different tastes\n
B. Double check with the staff in the kitchen and try the best to accommodate customer's needs (Correct answer)\n
C. Change the conversation topic and praise the customer for having "sensitive tasting abilities" \n
D. Tell the customers clearly that it is the normal and usual taste of the shop \n
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3. The customer complains that there is a cockroach in the food, thinking that the shop owner deliberately creates the problem, and act emotionally. Which of the following handling methods is not appropriate for the frontline staff? \n
A. Take away the food away first (Correct answer) \n
B. Isolate oneself from emotions and don't be irritated by the customer's attitude \n
C. Be patient and take the customer’s opinions seriously\n
D. Look into the situation and follow up carefully \n
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4. While handling a complaint, the customer keeps making irresponsible criticisms and threatens to report the case. Under such situation, which of the following handling methods is more appropriate for the frontline staff?\n
A. Don't be overwhelmed by the customers, take the initiative to speak out in disputes, and refuse to admit any responsibilities \n
B. Immediately comply with the customer's request, as long as the client promises not to report to the Health Bureau \n
C. Welcome the customer to contact the Health Bureau for handling the case\n
D. Display a positive and serious attitude in handling the problem and identify who should bear the responsible first (Correct answer)\n
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5. In the video, the customer complains about a cockroach found in the food but later confirmed that it is a “black bean” indeed. When the customer makes a mistake and it is proven that we should not bear the responsibility, which of the following handling methods is more appropriate for the frontline staff?\n
A. Make a serious statement to the customer to protect the company's reputation \n
B. Keep showing the "black bean" to the customers, and take the initiative to educate the customers to distinguish cockroaches from black beans \n
C. Remind the customer to look carefully next time \n
D. Avoid direct criticism, maintain a positive manner and give ways for the customer to step down from the stage (Correct answer)\n
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6. What does “L” mean in the "LAST 4-step of complaint handling”?\n
A. Left = “Let words go in from the left and out from the right”\n
B. Leave = Let go of the matter and do not handle it for the time being\n
C. Listen = Listen carefully (Correct answer)\n
D. Low = Lower the volume of speaking\n
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7. What does “A” mean in the "LAST 4-step of complaint handling”?\n
A. Apologize = Be the first one to apologize\n
B. Ask = Use the questioning skills to get a clear picture of the situation (Correct answer)\n
C. Agree = Agree to the customer's request\n
D. Away = Leave the case for time being to avoid further confrontation\n
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8. What does “S” mean in the "LAST 4-step of complaint handling”?\n
A. Sorry = Saying "I'm sorry" to the customer\n
B. Still = Stay static\n
C. Silent = Keep silent\n
D. Solve = Take the initiative to solve the problem (Correct answer)\n
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9. What does "T" mean in the "LAST 4-step of complaint handling”?\n
A. Thanks = Close the conversation with positive manners and thank the customer for providing valuable advice (Correct answer)\n
B. Tolerate = To accept all the emotions of the customer\n
C. Talk = Talk to somebody after the customer leaves for releasing emotions\n
D. Tell = Inform all the colleagues and blacklist the customer\n
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10. Which of the following is the most appropriate description of "Active Listening Skills"?\n
A. Nod, to have eye contact, and lean forward slightly\n
B. Repeat others’ words to an appropriate extend, and make sure the content is mutually understood\n
C. Respond to other's feelings and make them feel "being respected"\n
D. All of the above are considered as “Active Listening Skills” (Correct answer)\n