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The SuperQuiz

by nouser nouser | Apr 30, 2021

HOW TO HANDLE COMPLAINTS

The SuperQuiz!

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This SuperQuiz contains 8 questions from all the quizzes of this course.
You need to answer 80% of the questions correctly to pass the quiz.

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Question 1 of 8

1. Question
1. Introduction

What do we think about complaints here in NCAB?
- They are the worst thing that can ever happen
- They are an opportunity for us to show how outstanding we are here at NCAB
- They prove that we should never do business with this customer
- They prove that we did something wrong
Correct

Incorrect
Question 2 of 8

2. Question
1. Introduction

Put the words in the correct order!
Sort elements
- Don't
- shy
- away,
- lean
- in
- 1
- 2
- 3
- 4
- 5
Correct

Incorrect
Question 3 of 8

3. Question
2. Mindset

What are the two elements of a complaint?

Select the TWO cottect answers.
- A problem
- Chris Nuttall
- The customer''s fault
- A person
- A solution
- A competent person
- A PCB
Correct

Incorrect
Question 4 of 8

4. Question
2. Mindset

How will the two types of people deal with this situation?
Sort elements
- Deals with the problem first, and thinks the customer is annoying with all those emotions
- Separates the person and the problem, and deals with the person first
- JustCompetent™
- You
Correct

Incorrect
Question 5 of 8

5. Question
3. Lean in

So, what is the outstanding way to handle a customer complaint?
- Hide under the table
- Blame others
- Shy away
- Avoid it as long as possible
- Leave the customer in their worrying
- Lean in
- Deal with the problem before the person
- Attack
- Explain that other suppliers are even worse
- Try to get sympathy for having slept badly last night
Correct

Incorrect
Question 6 of 8

6. Question
3. Lean in

What are the 5 steps in leaning in to the customer?

Put the steps in the correct order!
Sort elements
- Call
- How does this impact them?
- Recognize their perspective
- I got this
- Solution
- 1
- 2
- 3
- 4
- 5
Correct

Incorrect
Question 7 of 8

7. Question
4. Solutions

How do you manage the gap between what you believe you have agreed on and what the customer believe (or wished) you have agreed on?

Select the FOUR correct answers.
- Discuss each person's perspective
- Call the lawyers
- Focus on the facts
- Downplay the differences in view
- Lean in
- Let go of your own view and give the customer what they want
- Tell the customer what they did wrong
- Discuss the differences in view
Correct

Incorrect
Question 8 of 8

8. Question
4. Solutions

What do we do if we have not caused the problem?
- We are polite but unhelpful
- We pay for everything anyway
- We still help the customer to find a solution based on their needs
- We don't do anything
Correct

Incorrect

Course Progress

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Course Home Expand All

1. Introduction

1 Quiz

>Quiz: Introduction

1 Quiz

Exercise: SocksDelight

1 Quiz

2 Quizzes

>Quiz: Solutions

>Exercise: Positive language

What did you learn?

Course completed!

Return to (i). How to handle complaints

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