Handling Complaints Quiz

Handling Complaints Quiz

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Question 1 of 5

1. Question
First step when a guest complains:
- A) Ignore them
- B) Argue back
- C) Listen and apologize
- D) Walk away
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Question 2 of 5

2. Question
Active listening includes:
- A) Thinking of reply
- B) Interrupting
- C) Letting them explain fully
- D) Getting defensive
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Question 3 of 5

3. Question
True/False: Offering a replacement or solution is part of good complaint handling.
- True
- False
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Question 4 of 5

4. Question
After resolving the complaint you should:
- A) Forget about it
- B) Check back in with the guest
- C) Ignore guests
- D) Take a break
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Question 5 of 5

5. Question
Thanking the guest after complaint shows:
- A) Weakness
- B) That you value their feedback
- C) That you don’t care
- D) Nothing
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