Customer Complaints (Grade 11 NSC Matric Tourism): Quizzes
📚Quizzes
Practise the questions
10 questions from this quiz
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Practise the questions
10 questions from this quiz
What should customer complaints be viewed as in the tourism industry?
What should customer complaints be viewed as in the tourism industry?
Valuable feedback mechanisms
Which is a common reason for customer complaints in tourism?
Which is a common reason for customer complaints in tourism?
Expectations not met by actual service
What are the two main types of customer complaints?
What are the two main types of customer complaints?
Verbal and written
What is an advantage of verbal complaints for businesses?
What is an advantage of verbal complaints for businesses?
They respond much faster than written ones
What is an advantage of written complaints for customers?
What is an advantage of written complaints for customers?
Time to write in rational, organised way
What disadvantage applies to both verbal and written complaints?
What disadvantage applies to both verbal and written complaints?
Appropriate person may not be available
How do satisfied customers benefit a tourism business after complaint resolution?
How do satisfied customers benefit a tourism business after complaint resolution?
They provide free marketing via word-of-mouth
What is the first guideline when responding to written complaints?
What is the first guideline when responding to written complaints?
Express appreciation for being informed
What is Step 1 when dealing with a verbal complaint?
What is Step 1 when dealing with a verbal complaint?
Listen carefully without interrupting
How should staff handle criticism to benefit the business?
How should staff handle criticism to benefit the business?
View it as a learning opportunity