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QUIZ COMPLAINT HANDLING

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QUIZ COMPLAINT HANDLING

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QUIZ COMPLAIN HANDLING

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Mutiara fatimatusahra
Mutiara fatimatusahra
Indonesia

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QUIZ COMPLAINT HANDLING
 

QUIZ COMPLAINT HANDLINGOnline version

QUIZ COMPLAIN HANDLING

by Mutiara fatimatusahra
1

Tamu mengeluh karena AC di kamar bocor dan menetes ke lantai. Secara teori, ini termasuk jenis keluhan...

2

Tamu marah bukan karena pesanan lambat, melainkan karena pramusaji memutar bola mata saat dikomplain. Jenis Keluhan?

3

Tamu komplain sup-nya sedikit asin. Staf langsung memberikannya gratis menginap satu malam. Tindakan ini dinilai...

4

Tamu berteriak marah di lobi yang sedang ramai orang. Langkah pertama yang paling strategis adalah...

5

Tamu komplain via telepon. Teknik "Magic Words" yang paling tepat untuk menunjukkan empati adalah...

6

Tujuan utama dari Service Recovery (pemulihan layanan) sebenarnya adalah...

7

Tamu sudah diberi solusi, tapi masih terlihat kesal saat check-out, Langkah terakhir Follow up yg sering dilupakan staf?

8

Tamu menulis keluhan negatif di media sosial. Respon profesional adalah

9

Tamu protes layanan spa tidak sesuai ekspektasi. Solusi profesional?

10

Tamu mengeluh harga kamar terlalu tinggi. Penanganan yang tepat adalah

11

Menyampaikan maaf tulus kepada tamu sebaiknya?

12

Bagaimana mendokumentasikan keluhan tamu?

13

Tamu mengeluh kebisingan dari kamar sebelah. Solusi paling bijak?

14

Staf harus tetap profesional saat tamu marah karena

15

Tamu menulis review negatif. Respon yang salah adalah

16

Tamu marah karena minibar rusak. Strategi paling efektif mengurangi ketegangan?

17

Tamu protes layanan housekeeping lambat tapi staf sedang sibuk. Solusi profesional?

18

Tamu mengeluh reservasi kamar double tapi diberikan single. Langkah profesional?

19

Tamu protes restoran tidak menyediakan menu alergi. Langkah profesional?

20

Tamu komplain AC rusak, kamar bau, dan sarapan tidak tersedia. Prioritas profesional pertama?

 
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