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Quiz on Handling Customer Complaints

Quiz by Frances Therese D. San Juan

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10 questions
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  • Q1
    What are the factors to consider when complaint arises?
    customer and complaint
    customer and service
    customer and product
    customer and contact center representative
    30s
  • Q2
    Which of these is not one of the issues or concern of customers to be satisfied?
    Reliability of the agent
    Doing business with trustworthy people
    Enjoyable business transaction
    leadership of the customer
    30s
  • Q3
    It is a way to make the customer feel that his call is important to you.
    Listen attentively to what your customer is saying.
    Treat complainants as valued customers.
    Use the person’s name often, and with care.
    Accept ownership of the problem.
    30s
  • Q4
    How do agents accept ownership of the problem then apologize?
    Repeat the complaint to the customer and get agreement that you understand the customer’s point of view.
    Apologize to the customer for the problem that arise. Don't blame others.
    Let the customer talk. Say something to them to let them know you are listening well.
    30s
  • Q5
    Let the customer talk of his complain and say something to make him feel comfortable.
    Be sure to get all relevant information.
    Listen attentively to what your customer is saying.
    Use the person’s name often, and with care.
    30s
  • Q6
    “I can understand why you feel the way you do Sir Robert” The statement implies _____.
    Use the person’s name often, and with care.
    Listen attentively to what your customer is saying.
    Apologize to the customer for the problem that arise. Don't blame others.
    30s
  • Q7
    If necessary, repeat the complaint to the customer and have an agreement that you understand the customer’s point of view.
    Be sure to get all relevant information
    Be understanding
    30s
  • Q8
    Keep in mind that the person is complaining about your business, not about you personally.
    Be sure to get all relevant information
    Be understanding
    30s
  • Q9
    Which of these is NOT a reason why customer complaints are valued?
    They tell the company what its faults or shortcomings are.
    They tell the company who should be promoted and fired as CSR.
    They tell the company where the company needs to improve.
    They tell the company why the company or the brand is not selling well.
    30s
  • Q10
    How are customer complaints prevented?
    if you provide customers with gifts
    if you do not answer calls about complaints
    if you give them a lot of freebis and discounts
    if you try considering how customers are pleased
    30s

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