NAME; _______________________________ REF.

NO: ______________________________ HH 101 TOURISM AND HOSPITALITY EXCELLENT CUSTOMER SERVICE TEST 2 SECTION A Answer ALL the following questions below. Problem anger information email walk in willingness wrong Phone call faulty tempered procedure Policy satisfaction identify

1. Handling enquiry mean request for question or ____________________ 2. Enquiry in tourism originates from various sources such as _____________, ___________ telephone and _______________. 3. Complain means if something goes ________________ with the service provided and therefore needed need to complaints. 4. A good customer complaints handling ___________________ will ensure all customer service provider fully aware of how to handle complaint effectively. 5. A complaint __________________ is one of communication way to eliminate any opportunity for difficulty and confusion within customer and the organization. 6. First thing to do when dealing with complaint is __________________ the complaints. 7. Try not to be _______________ while dealing and listen to the customer complaints. 8. Advantages of negotiation skill when dealing with customer complaints is learn to handle your anger and demonstrate your _____________________ to be flexible.

SECTION B

There SEVEN (7) flows when dealing customer complaint. Answer the following statement with TRUE (T) 0r FALSE (F)

9. 10 . 11 .

Customer service provider must identify the complaints. Mess up the complaints unique characteristics and possible outcomes. Define introduction requirements considering the company policies.

T T T

F F F

12 . 13 . 14 . 15 .

Identify possible alternative of problem. Select the best solutions. Implement the solutions. Observe and evaluate the solutions impact.

T T T T

F F F F

16. State THREE (3) importances of handling complaints.

a) ___________________________________________________________________(1 MARK) b) ___________________________________________________________________(1 MARK) c) ___________________________________________________________________(1 MARK)