HE_CH3_Checkpoint3
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Thank you for completing Checkpoint 2! Your written answers will be graded and added to your score later.
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Question 1 of 10
1. Question
Match the parts of the sentences.
Sort elements
- giving excuses and trying to protect himself.
- the pool and a very beautiful garden.
- apologize for the inconvenience.
- investigate the issue.
- replied to my inquiry.
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He didn't accept his fault, he was just
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The hotel had really enjoyable amenities, such as
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It was my fault, so I had to
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Before we can compensate, we need to thoroughly
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I tried to follow up with the guests, but they never
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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.
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Understanding, care, kindness, .
Problem, issue, trouble, .
Research, find out, look for, .
Guess, theory, idea, .
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Question 3 of 10
3. Question
Put the steps of the complaint resolution process in order.
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Offer solutions.
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Acknowledge the problem and apologize.
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Manage your emotions.
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Listen and emphasize.
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Follow up with the guest.
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Question 4 of 10
4. Question
What are some unconstructive ways to deal with complaints? Check all that apply.
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Question 5 of 10
5. Question
What is NOT an active listening technique?
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Question 6 of 10
6. Question
What is NOT an apology?
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Question 7 of 10
7. Question
What NOT to do when you are trying to solve the guest’s problem?
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Question 8 of 10
8. Question
What NOT to do when following up with the guest?
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Question 9 of 10
9. Question
Which of the following statements is a follow-up on the previous complaint?
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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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This response will be reviewed and graded after submission.
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -