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Questions and Answers
Which of the following is NOT a category of complaints in the Complaints Management Process?
Which of the following is NOT a category of complaints in the Complaints Management Process?
- Connectivity
- Mechanical
- Unusual (correct)
- Attitudinal
What is the recommended approach when dealing with a guest complaint?
What is the recommended approach when dealing with a guest complaint?
- Train your staff to ignore guests prone to complaint
- Make promises that exceed your authority limits
- Deal with the complaint alone
- Investigate and do research about the events (correct)
What is the purpose of the Corrective Actions step in the Complaint Management Process?
What is the purpose of the Corrective Actions step in the Complaint Management Process?
- To specify and stipulate a cost for the solution
- To track the expenses in compensation
- To evaluate the impact in the Budget
- To identify the main reason of the complaint (correct)
Which of the following best describes the Net Promoter Score (NPS)?
Which of the following best describes the Net Promoter Score (NPS)?
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What is the range of the Net Promoter Score (NPS)?
What is the range of the Net Promoter Score (NPS)?
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What does a positive NPS indicate?
What does a positive NPS indicate?
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Study Notes
Complaints Management Process
- There are categories of complaints in the Complaints Management Process.
Dealing with Guest Complaints
- The recommended approach when dealing with a guest complaint is not provided in the text.
Corrective Actions Step
- The purpose of the Corrective Actions step in the Complaint Management Process is not provided in the text.
Net Promoter Score (NPS)
- NPS is a measure of customer satisfaction.
- NPS is calculated based on customer responses to a specific question about their likelihood to recommend a product or service.
- NPS is a widely used metric in customer experience management.
NPS Range and Indication
- The range of the Net Promoter Score (NPS) is -100 to +100.
- A positive NPS indicates that a company has more promoters than detractors, suggesting a healthy customer relationship.
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Description
Test your knowledge of complaint management processes in the hospitality industry. Learn how to identify and categorize guest complaints, as well as follow up with appropriate corrective actions.
