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Questions and Answers
Which of the following is the recommended approach for handling unfriendly customers?
Which of the following is the recommended approach for handling unfriendly customers?
- Respond professionally, not personally; deal with the customer’s emotions; and deal with the problem. (correct)
- Ignore the customer and hope the situation resolves itself.
- Inform the customer about his misbehavior and ask him to be polite.
- Show the customer who is in charge of the situation and assure him you can solve the problem.
How should you handle a customer complaint?
How should you handle a customer complaint?
- Listen, argue about his problem, and make promises.
- Ignore the complaint and hope it goes away.
- Listen, apologize, fix the problem, follow up. (correct)
- Listen, offer a seat, ask what he wants, then let them wait.
What is the recommended method for maintaining stocks and condiments in the front counter?
What is the recommended method for maintaining stocks and condiments in the front counter?
- Have some staff regularly refill stocks and condiments. (correct)
- Don't worry about maintaining stocks and condiments.
- Be calm; your staff will get stocks and condiments from the main storage area.
- Keep full stocks and condiments that will last for the whole shift.
How should you respond to unfriendly customers?
How should you respond to unfriendly customers?
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What should you do after fixing a customer's problem?
What should you do after fixing a customer's problem?
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