1. What is the theme of this episode? \n
A. Applying different communication skills on different customers\n
B. Understanding different types of complaints and the respective handling strategies (Correct answer) \n
C. Techniques for handling grievances and soothing emotions of customers\n
D. Managing the communication skills of mediation \n
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2. Which of the followings is not an appropriate description of the common types of complaints in the restaurant industry? \n
A. Most of the complainants are trouble-makers\n
B. Most of the complainants aim to "take advantages"\n
C. Most of the complainants are emotionally negative, their words are not worth-referencing\n
D. None of the above descriptions is appropriate (Correct answer)\n
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3. Among the three common reasons for customer complaints mentioned, which of the followings is not included in the video? \n
A. Customers have emotions to vent\n
B. Customers complain for no reasons at all (Correct answer)\n
C. Customers have opinions to bring up\n
D Customers would like to ask for compensations \n
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4. If it is presumed that the customers intentionally cause troubles, which of the followings in incorrect in explaining the possible results? \n
A. Missing the opportunities to communicate with customers properly\n
B. Missing the opportunities to improve services \n
C. Missing opportunities to build a good relationship with customers \n
D. Reducing the chance of being complained (Correct answer)\n
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5. Facing different types of complaints, how should the frontline staff equip themselves in dealing with the customers? \n
A. Try to understand the customers’ negative emotions \n
B. Try to find out the reasons behind of the complaints \n
C. Use different strategies to deal with different types of complaints \n
D. All of the above (Correct answer)\n
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6. If the customer has comments to reflect, which of the following handling methods is more appropriate? \n
A. Listen and respond in a thoughtful manner (Correct answer) \n
B. Ask the customer to call the customer service hotline \n
C. Ask the customer to fill out the comment card\n
D. Provide company address for the customer \n
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7. If the customer is furious and even uses the foul language, which of the following handling methods is not appropriate? \n
A. Let the customers vent their emotions first, and then try the best to pacify them\n
B. Don't react too quick to contradict and avoid confrontation as far as possible\n
C. Remind customers to be careful with their words and respect themselves and others when speaking in public (Correct answer)\n
D. Better isolate ourselves from emotions, and avoid "getting emotional in the same way also" \n
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8. Which of the following methods is not appropriate for handling a customer requesting for compensation?\n
A. Directly reject right away, preventing complainants from “taking advantage” (Correct answer) \n
B. Carefully explore the case first to better understand the situation \n
C. Show a serious attitude and respond discreetly (Report to the supervisor as soon as possible, if applicable) \n
D. If the situation is serious, seek for legal advice before giving feedback\n
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9. In the video, when the customer keeps urging for the ordered food, how does the senior staff mishandle the case? \n
A. Misplace the order out of negligence\n
B. Attempt to serve soup and dessert and settle the case in a perfunctory\n
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C. Not follow up the customer's order seriously \n
D. All of the above (Correct answer)\n
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10. Which of the followings is the most appropriate way to deal with a customer's complaint on the late delivery of food? \n
A. Tell the customers that it takes time for cooking \n
B. Respond immediately, "Yes, I'll follow up for you!" \n
C. Check the order carefully to make sure there is nothing missing and take the initiative to inform the customer of the follow-up status (Correct answer) \n
D. Offer free meals to relieve the emotions of the customers \n
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