Complaint Handling Policy Quiz Form

Complaint Handling Policy Quiz Form
Test your knowledge of our complaint handling policy. Please answer all questions to the best of your ability.
1. What is the first step when receiving a customer complaint?
2. Which of the following are key principles of our complaint handling policy? (Select all that apply)
Other
3. How quickly should a complaint be acknowledged according to our policy?
4. If a complaint cannot be resolved immediately, what should you do?
5. Please rate your understanding of the escalation process for unresolved complaints.
6. Select all appropriate actions when handling an angry customer.
Other
7. Which document should be updated when a new complaint trend is identified?
8. In which situations should a complaint be escalated?
Other
9. Rate the importance of documenting all complaint handling actions.

1
2
3
4
5
1 is Not important, 5 is Extremely important
10. For each scenario, indicate the most appropriate response.
Rows Acknowledge and document Escalate to supervisor Resolve immediately
Customer complains about repeated service issues
Customer is verbally abusive
Complaint involves potential legal risk
Should be Empty:

Select theme:

Rows	Acknowledge and document	Escalate to supervisor	Resolve immediately
Customer complains about repeated service issues
Customer is verbally abusive
Complaint involves potential legal risk