HE_CH3_F7_ComplaintsProcess

HE_CH3_F7_ComplaintsProcess

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Question 1 of 5

1. Question

Check how you understand the process we discussed. Put the steps of the process in order:

answer is Correct is the Correct Answer answer is Incorrect

answer is Correct is the Correct Answer answer is Incorrect

answer is Correct is the Correct Answer answer is Incorrect

answer is Correct is the Correct Answer answer is Incorrect

answer is Correct is the Correct Answer answer is Incorrect

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Question 2 of 5

2. Question

Match the recommended actions to the steps.

Sort elements

Acknowledge the problem
Apologize
Offer solution
Follow up

“Sir, from what you said, I understand that you are experiencing a problem with the noise.”

Correct Incorrect Correct answer

“I am very sorry that the loud music from the room next to yours is causing you trouble.”

Correct Incorrect Correct answer

“I am going to send someone to deal with the noise immediately.”

Correct Incorrect Correct answer

“Sir, regarding the noise problem, have you experienced any more problems last night?”

Correct Incorrect Correct answer

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Question 3 of 5

3. Question
Fill in the blanks with the following words: apologize, acknowledge, follow up, empathy.
To successfully deal with complaints, use the following steps:

Use BLANK 1 of 4 to understand the guest’s problem.

When you reply, BLANK 2 of 4 the problem by repeating it.

After this, BLANK 3 of 4 and offer solutions.

Later on, BLANK 4 of 4 with the guest to make sure they are satisfied.

To successfully deal with complaints, use the following steps:

Use to understand the guest’s problem.

When you reply, the problem by repeating it.

After this, and offer solutions.

Later on, with the guest to make sure they are satisfied.
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Question 4 of 5

4. Question

True or false: Before offering solutions, it is important to explain to the guest why the problem happened.

True
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False
Correct Incorrect Correct answer

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Question 5 of 5

5. Question

True or false: When the guest is too emotional, you should tell them to calm down.

True
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False
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