CUSTOMER CARE & WORKING PROCEDURES

SURVEY FORM FOR EMPLOYEE

1. Name of employee : _________________________

2. Age 15 – 20 years 31 – 40 years old

old

21 – 30 years 41 years and

old above

3. Race Malay Indian

Chinese Others (please _______________

state)

4. Work in Restaurant Supermarket/

Mall

Cafe Small market

Hotel/ resort Others (please ______________

state)
______________

5. Work position Manager Waiter/ waitress

Sales person Cleaner

Cashier Others (please _____________

state)
_____________

6. Work experience 1 – 2 years 6 – 9 years

3 – 5 years 10 years and

above

7. Do you enjoy your Yes No

work?

8. Types of customers High-roller Impulse

you face during your
customer customer
work
Difficult Loyal customer
customer
(angry/ upset)

Happy Others (please ______________

customer state)
9. How do you treat Helpful Understanding
your customers?
Friendly Responsive

With respect Ignorance

10 How do you handle :

. difficult customers?

11 How do you handle :

. customer’s
complaint?

12 Give an example of :
. complaint made by
customer

13 What advice do you :

. want to give to
people who want to
do the same job as
you?

Comment from interviewee (you) regarding the employee:

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

Done by:

_________________________________________