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Testcomplaintsandclaimsmanagement
Agenda
QUESTION 1: What type of system is used to resolve consumer disputes out of court?
The Ordinary Judicial System
The Consumer Arbitration System
Private Mediation
The conciliation
QUESTION 2: What is the first thing a worker should do when a customer expresses dissatisfaction?
Offer a solution
Apologize
Avoid discussion at all costs
Listen actively
QUESTION 3: What should be done if a customer complains that the towels are torn?
Change towels immediately
Ignore the complaint
Discuss with the client
Tell him to wait
QUESTION 4: What is recommended to do if a guest is angry because their room is not ready?
Interrupt him
Take their comments personally
Let him speak without interrupting, offer a sincere apology, and look for a solution for the future
Reply to him
QUESTION 5: What is usually the source of complaints in the housing area?
Problems with check-in
Poor room service, musty smells, dust, poor hygiene in the bathrooms, or worn bed linens and towels
Problems with food
Difficulties with the reservation
QUESTION 6: What is the characteristic of the Consumer Arbitration System, apart from being fast and simple?
That is mandatory for the client
That is expensive
Which is binding on both parties
Which includes cases of poisoning or injury
QUESTION 7: What should be avoided when dealing with a complaining customer, according to protocol?
Offer something that cannot be delivered
Show genuine interest
Avoid discussion
Listen actively
QUESTION 8: What should you do if a customer complains about the noise of the vacuum cleaner in the hallway?
Ignore it
Continue vacuuming
Apologize immediately and find a solution, such as waiting or performing noisy tasks at less disruptive times
Ask the customer to leave
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