Question 1

The first step towards resolving the conflict should be an argument with the customer.

Accepted Answer

The first step towards resolving a conflict with a customer should be to listen to their concerns and try to understand their perspective. Engaging in an argument is likely to escalate the situation and make it more difficult to find a mutually satisfactory solution. The first step towards resolving a conflict should be to listen actively to the customer, empathize with them, and try to understand their perspective. Engaging in an argument may escalate the situation and make it harder to find a solution.

Question 2

A person's feelings and opinions are very real and valid to them. If your feelings and opinions differ from someone else's, it does not make their views invalid or wrong - just different.

Accepted Answer

This statement is true. People's feelings and opinions are personal and subjective, and just because they differ from someone else's does not make them any less valid or real. Everyone is entitled to their own viewpoint and experiences. This statement is true. Each person's feelings and opinions are subjective and valid to them, even if they differ from another person's. It is important to respect and acknowledge different perspectives.

Question 3

A viable resolution means that while the customer's needs must be satisfied:&#10;A) you must ensure the customer is happy with the solution you provide&#10;B) the final result must ensure the customer brings their friends back&#10;C) this must not be at an unrealistic cost to the organisation&#10;D) the company's needs must always come first

Accepted Answer

A viable resolution should not come at an unrealistic cost to the organization. It should balance the needs of the customer with the practical limitations of the company. While customer satisfaction is important, it is not the only factor to consider in finding a resolution. While satisfying the customer's needs is important, it cannot come at an unrealistic cost to the organization. A viable resolution balances the customer's needs with the organization's resources and limitations. Satisfaction and loyalty are important goals, but they should be achieved within reasonable boundaries of cost and feasibility. Choice A (ensuring the customer is happy with the solution) is too narrow and focused only on the short-term result. Choice B (ensuring the customer brings their friends back) is a desirable outcome, but it may not be realistic or achievable in every case. Choice D (the company's needs must always come first) is too narrow and ignores the importance of customer satisfaction and loyalty in the long run.

Question 4

In order to resolve a complaint made by the customer you will:&#10;A) have to ensure you are able to solve problems&#10;B) need to be in a management position&#10;C) need to apply problem-solving skills&#10;D) just have to give them a refund

Accepted Answer

To resolve a complaint made by the customer, applying problem-solving skills is essential. Simply giving a refund may not always solve the problem or address the underlying issue. Being in a management position may give you more resources to address the issue but is not necessary to resolve the complaint. To resolve a customer complaint, problem-solving skills are needed. Giving a refund may be one solution, but it is not always the best solution and may not fully resolve the complaint. Being in a management position may help, but is not necessary as anyone can apply problem-solving skills to resolve complaints.

Question 5

How well you deal with complaint situations will have a direct impact on whether the customer ends up going away or continues complaining.

Accepted Answer

How well you deal with complaint situations will have a direct impact on customer satisfaction and loyalty, potentially turning a dissatisfied customer into a satisfied one, rather than just stopping or continuing their complaints.

Question 6

Developing a basic understanding of the issues you may be faced with will not prepare you to deal confidently with customer complaints.

Accepted Answer

Developing a basic understanding of the issues can help you prepare to deal with customer complaints. However, it may not be enough to handle customer complaints confidently. Additional training, experience, and communication skills are also necessary. Developing a basic understanding of the issues can certainly help in handling customer complaints with more confidence.

Question 7

The last thing you want to do is aggravate a situation by:&#10;A) making the customer repeat themselves again and again to different people&#10;B) giving the customer a very inappropriate solution&#10;C) telling the customer they are the one at fault&#10;D) arguing that the organisation is not responsible

Accepted Answer

Making the customer repeat themselves again and again to different people can aggravate the situation because it can make the customer feel frustrated and unimportant.

Question 8

In your daily work life you will need to deal with people from all walks of life and &#8230;&#10;A) from many different needs&#10;B) in a range of different situations and circumstances&#10;C) it will provide you with many learning experiences&#10;D) be able to react to many different circumstances

Accepted Answer

Dealing with people from all walks of life involves encountering them in a range of different situations and circumstances. While A, C, and D are also true, they are not as comprehensive as B. Dealing with people from different walks of life means that you will encounter a range of different situations and circumstances in your daily work life. This requires you to be adaptable and flexible in your approach, and to be able to handle each interaction on a case-by-case basis.

Question 9

Based on the examination and review of all the facts involved in a customer complaint, a decision can be made about how the complaint should be resolved.

Accepted Answer

After a thorough examination and review of all facts, a decision can be made on how the customer complaint should be resolved. Examining and reviewing all the facts involved in a customer complaint is an important step in deciding how to resolve the complaint. Therefore, the statement is true.

Question 10

If a situation cannot be resolved peacefully and becomes threatening, then:&#10;A) you may need to resort to violence&#10;B) other staff may need to help throw them out&#10;C) you may need to lock down the store&#10;D) security or police may need to be called

Accepted Answer

If a situation becomes threatening and cannot be resolved peacefully, it is best to call for help from security or the police. Resorting to violence should always be the last option and should only be used if there is an immediate threat to personal safety. Asking other staff to help may also escalate the situation, and locking down the store could potentially trap customers or employees in danger. Calling for help from security or the police is the safest and most responsible action to take. Calling for security or police is always the best option if a situation becomes threatening as they are trained to handle these types of situations and can ensure everyone's safety. Resorting to violence should never be an option and locking down the store may not be effective in preventing harm. Other staff may also not be trained to handle threatening situations.

Deck 7: Process Customer Complaints