HE_CH3_Checkpoint3

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Question 2 of 10

2. Question

Choose one more word to add to each row. Use the following words: empathy, investigate, inconvenience, assumption.

Understanding, care, kindness, BLANK 1 of 4. Problem, issue, trouble, BLANK 2 of 4. Research, find out, look for, BLANK 3 of 4. Guess, theory, idea, BLANK 4 of 4.
Understanding, care, kindness, Fill in the blank 1 of 4 .

Problem, issue, trouble, Fill in the blank 2 of 4 .

Research, find out, look for, Fill in the blank 3 of 4 .

Guess, theory, idea, Fill in the blank 4 of 4 .

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Question 3 of 10

3. Question

Put the steps of the complaint resolution 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 4 of 10

4. Question

What are some unconstructive ways to deal with complaints? Check all that apply.

Giving excuses
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Acknowledging the problem
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Blaming the guest
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Offering solutions
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Question 5 of 10

5. Question

What is NOT an active listening technique?

Interrupting the speaker
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Maintaining the eye-contact
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Repeating what the speaker said
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Question 6 of 10

6. Question

What is NOT an apology?

Your satisfaction is really important to us.
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Please wait while we are resolving your issue.
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Please accept our deepest apologies.
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We are very sorry.
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Question 7 of 10

7. Question

What NOT to do when you are trying to solve the guest’s problem?

Say how long it will take to solve the issue.
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Apologize and do nothing.
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Offer several options to choose from.
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Acknowledge the guest's feelings.
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Question 8 of 10

8. Question

What NOT to do when following up with the guest?

Tell your team about the complaint.
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Check on the guest when you see them again.
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Avoid talking about the past problem with the guest.
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Leave an apology note or send an apology gift to the room.
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Question 9 of 10

9. Question

Which of the following statements is a follow-up on the previous complaint?

Good morning, sir! Did you have a good rest?
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Hello madam, regarding the wifi signal, is it better now?
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Hello sir, how would you like to pay – by cash or card?
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Good evening, miss! Are you enjoying your stay with us?
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Question 10 of 10

10. Question

This is a graded question. What is the most useful thing that you learned in this chapter? How are you planning to use it in your work?

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HE_CH3_Checkpoint3

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