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Mastering Complaint Management in Hospitality

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Mastering Complaint Management in Hospitality

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Questions and Answers

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?

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?

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)?

The difference between the percentage of Promoters and the percentage of Detractors. Signup and view all the answers

What is the range of the Net Promoter Score (NPS)?

-100 to 100 Signup and view all the answers

What does a positive NPS indicate?

Good customer satisfaction Signup and view all the answers

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.