After You Read

Comprehension

Answer the following questions. Be ready to discuss your answers.

1.

What is this reading text about?

  1. Customers who complain too much
  2. The customer complaints database
  3. The way to handle customer complaints

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2.

Customer complaints

  1. help CDN Malls improve
  2. are usually impossible to deal with
  3. should always be referred to someone else

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3.

Why do staff need to follow the five-step process listed in the text when handling customer complaints?

  1. To enter the necessary information in the complaints database
  2. To deal with customer complaints professionally
  3. To make sure that management will follow up on the complaint

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4.

What do customers expect when they make a complaint?

  1. That they are being listened to
  2. That some action will be taken
  3. Both a and b

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5.

Give an example from the text of a closed posture.

Answer: crossed arms/crossing your arms

6.

According to this text, the most important thing when handling complaints is

  1. finding an immediate solution
  2. expressing a sincere apology
  3. asking for the help of a supervisor

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7.

Reassuring statements can

  1. calm customers by making them feel that you are on their side
  2. show customers that you want their input
  3. help customers understand the CDN Malls complaint process

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8.

Why does CDN Malls have a complaints database?

  1. So management can check and follow up on complaints
  2. So customers can feel that something is being done
  3. So staff can get help from management immediately

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9.

Why is it important to summarize the customer’s complaint?

  1. To make sure you got all the facts
  2. To share it with others
  3. To calm the customer down

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Submit Reset

Handling Customer Complaints 1

Handling Customer Complaints 2

Handling Customer Complaints 3