Level 300: Common Challenges & Problems

301: Next Level Laundry Finishing

QUIZ 301: Next Level Laundry Finishing

302: Getting Whites Whiter

QUIZ 302: Getting Whites Whiter

303: Packing and Bundling Fails and Fixes

QUIZ 303: Packing and Bundling Fails and Fixes

304: Fold Faster

QUIZ 304: Fold Faster

305: Laundry Damage Customer Compensation

QUIZ 305: Laundry Damage and Customer Compensation

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QUIZ 305: Laundry Damage and Customer Compensation

Level 300: Common Challenges & Problems 305: Laundry Damage Customer Compensation QUIZ 305: Laundry Damage and Customer Compensation

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Question 1 of 4

1. Question

When you have a disappointed or frustrated customer, it is best to _________________.

ignore them and hope they go away

follow your plan by listening carefully to figure out what is really going on, apologize, and offer a solution

blame your employee or someone else

tell them you will call them back, then forget about it

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Question 2 of 4

2. Question

There is a method of communicating called “bookending.” What does that mean?

It means once the disappointed customer has been dealt with, put it on the shelf and forget about it.

Bookending is a way to have a difficult or awkward conversation where the conversation begins and ends with positive words.

It means that customer complaints all fall into a few categories; you could write a book about it!

Communicating using email or texting, never a phone call or face to face.

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Question 3 of 4

3. Question

Compensation is _______________.

the easy way out – just throw money at the problem.

never ever offered; after all, it probably was not your fault.

offering the customer a remedy appropriate for the problem or situation.

a bad mark on your reputation that causes relationship problems with your customers.

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Question 4 of 4

4. Question

Customer disappointment can either be their fault or yours. Does it matter whose fault it is?

Yes

No

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