Customer Service Training Quiz

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Questions and Answers

What is the most appropriate action to take when Mr. Naicker complains about less salt in his food?

Write down his complaint and submit to the AM. (correct)
Tell him to ask his family to prepare food for him.
Give him Kings Hall number to complain to Yoshina.
Taste the food just to empathize with him.

In the situation where Mrs. Peters and Mrs. Khumalo want to complain about each other after an accident, which option is the most effective?

Tell them they need to get along because you are busy.
Tell them to build a bridge and get over it.
Help them resolve the issue by mediating a discussion. (correct)
Give them Yoshina’s number to lay a complaint.

How should Mrs. Jones be advised after complaining about Mr. Reddy's loud TV?

Suggest she needs sleeping medication because of her age.
Write her complaint in the complaints book. (correct)
Tell her it is a petty issue and not worth the complaint.
Encourage her to discuss the issue with Mr. Reddy directly.

What is the most appropriate response when a Member of Parliament lays an official complaint about not getting through on the phone?

Write down his complaint and provide a reference number. (B) Signup and view all the answers

What should you do when Mr. Mzolo reports a leaking shower?

Document the issue and submit it for maintenance. (B) Signup and view all the answers

If Mr. Naicker complains about his meal being under-seasoned, what should be avoided?

Dismissing his complaint as trivial. (C) Signup and view all the answers

In the aftermath of the incident between Mrs. Peters and Mrs. Khumalo, which course of action should be primarily prioritized?

Facilitate a resolution between the two women. (A) Signup and view all the answers

When a complaint is filed by Mrs. Jones about noise disturbance, which response is least appropriate?

Suggest that her complaints are insignificant and she should ignore them. (C) Signup and view all the answers

In case of persistent complaints about the same issue from a resident, what is a suitable response?

Signup and view all the answers

What is the most suitable course of action when Ms. Pillay wants to lay an official complaint about Mrs. Govender's gossip?

Record the complaint and make appointments with both parties to discuss the matter privately. (C) Signup and view all the answers

How should you respond to a complaint about Mr. Jones being intoxicated and making ladies uncomfortable at a party?

Write down the complaint and provide them with a reference number. (A) Signup and view all the answers

What is the appropriate response to a resident complaining about double debits in their account?

Acknowledge their frustration and inform that their complaint will be recorded. (D) Signup and view all the answers

What response should you provide to Mr. and Mrs. Hargreaves regarding their feelings of unfair treatment by Tafta?

Advise them to write to the CEO about their treatment. (A) Signup and view all the answers

In response to a complaint about a neighbor cooking food with an unpleasant smell, how should you address Mrs. Jimmy's concerns?

Reassure her that you will investigate the matter further. (B) Signup and view all the answers

How should a complaint about being unable to get through on the phone be handled?

Provide additional contact options for urgent matters. (D) Signup and view all the answers

What is the best response when a resident expresses fatigue over consistently being unable to resolve their complaints?

Admit that the process is slow and needs improvement. (B) Signup and view all the answers

What should you do when a complaint is made about a recurring issue affecting multiple residents?

Identify if the issue has been flagged before and escalate it collectively. (D) Signup and view all the answers

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Study Notes

Customer Complaints Handling

Mr. Naicker expressed dissatisfaction about food being under-salted; appropriate action includes logging his complaint for management's review.
Complaints between residents (Mrs. Peters and Mrs. Khumalo) require mediation or formal complaint submission rather than dismissive comments about adult behavior.
For noise disturbances (Mr. Reddy and Mrs. Jones), encourage formal documentation of the issue for further action, avoiding dismissive remarks about complaints.

Handling Official Complaints

When a Member of Parliament calls to complain, take the complaint seriously, document it, and provide a reference number rather than redirecting or downplaying the issue.
Address maintenance complaints (like Mr. Mzolo's leaking shower) by recording the issue for follow-up, emphasizing the importance of addressing resident concerns, rather than passing blame to another department.

Sensitive Complaints

Respond to interpersonal issues (Mrs. Govender gossiping about Ms. Pillay) by documenting the complaint and facilitating a private discussion, recognizing the sensitivity of personal grievances.
In cases of inappropriate behavior at events (like Mr. Jones at the Christmas party), record the complaints for accountability, rather than trivializing the situation to fit festive norms.

Administrative Queries

When residents raise issues with financial discrepancies (like double debits from the Accounts Department), acknowledge their frustrations and assure that the complaint will be forwarded to the relevant department promptly.
For long-standing concerns about waitlists (Mr. and Mrs. Hargreaves), listen to their grievances without deflecting responsibility and guide them appropriately for escalation.

Additional Complaint Scenarios

For complaints about foul odors from neighbors' cooking (Mrs. Jimmy), investigate or direct the complaint to relevant departments to ensure fair resolution.
Emphasize the importance of responding professionally to complaints to maintain trust and satisfaction among residents.

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