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Home Industry Knowledge Quizzes Complaints & Service Recovery

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|Industry Knowledge Quizzes |0

← All ACXPA industry quizzes

Complaints & Service Recovery

Ten questions on complaints and recovery — what silence really means, root cause analysis, vulnerable customers, social media and closing the loop properly.

Every topic these questions touch on is covered properly in the CX Hub — all our resources in one place, so you’re not hunting across the site for them.

, every topic these questions touch on is covered properly in your CX Hub — all our resources in one place, so you’re not hunting across the site for them.

Everyone on your membership has the full CX Hub — all our resources in one place, so your team isn’t hunting across the site for them.

  • Questions10, multiple choice
  • TimeAbout 5 minutes
  • LevelFoundational
  • CostFree to take
Visitor accessYou’ll get your score and see which answers you got wrong at the end. A free Subscriber account shows you the correct answer as you go, and how your score compares to everyone else’s.
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Complaints & Service Recovery

What complaints are really telling you, how to recover a relationship after a failure, and why the complaints you never hear about are the expensive ones. Ten questions for anyone who handles, oversees or designs complaint processes.

The number of attempts remaining is 1

1 / 10

When handling a complaint from a customer in a vulnerable circumstance, what should change?

2 / 10

Roughly what proportion of dissatisfied customers are estimated to complain to the organisation at all?

3 / 10

In Australia, which of these is the most common reason a complaint escalates to an external dispute resolution scheme?

4 / 10

What are the four elements a good complaint response is generally expected to contain?

5 / 10

What does closing the loop mean in a complaints context?

6 / 10

Which is the best reason to give frontline staff a discretionary remedy limit?

7 / 10

What is the strongest argument for making it easier for customers to complain?

8 / 10

In complaint handling, what does root cause analysis aim to achieve?

9 / 10

Which metric is most useful for understanding whether your complaints process is working, as opposed to how busy it is?

10 / 10

A customer complains on social media about an issue already being handled by your contact centre. What is the best first response?

 

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Subscriber access, you’ll see the correct answer as you go and how your score compares to the average.
Member access, take this as many times as you like. Score 100% and your certificate is available immediately, and every attempt is saved to your Quiz Dashboard.

Quizzes are taken on individual accounts

You’re signed in with the admin account for . Quiz results and certificates are recorded against individual accounts, so sign in with your own Individual Account to take this quiz — everyone holding a member account under your membership already has full access to all of them.

Browse all industry quizzes  ·  General knowledge trivia to run with your team  ·  Business FAQs & support videos

Where to next

New to ACXPA? These quizzes are one small piece of a much bigger practitioner toolkit.

All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.Trivia quizzes to run at workGeneral knowledge quizzes built for team meetings and huddles.CX Maturity Pulse CheckA free, fast read on where your organisation’s CX capability actually sits.The CX HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.CX RoundtablesA live panel with senior CX practitioners on the first Wednesday of every month. The latest session is free.The full resource libraryEverything ACXPA offers across every discipline, in one place.

Where to next

, here’s what else is open to you on the CX side.

Your Quiz DashboardEvery attempt, score and certificate you’ve earned, in one place.All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.CX Strategic Maturity AuditBenchmark your organisation across six strategic pillars, then re-run it to track how far you’ve moved.Your CX HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.CX RoundtablesMonthly live panel plus the full archive — searchable transcripts, key moments and executive summaries.Trivia quizzes to run at workEditable general knowledge kits for team meetings and huddles.

What you get with each level

Everyone can take the quiz. What changes is how much the quiz tells you afterwards — and how much of it you keep.

Scroll the table sideways to compare →

What visitors, free subscribers and ACXPA members each get from an industry quiz
  Not signed inNo sign-upYou are here Free SubscriberFree account, no paymentYou are here ACXPA MemberIndividual, Business or VendorYou are hereYour team
Take any quiz on the site Included Included Included
Your score, the moment you finish Included Included Included
See which questions you got wrong Included Included Included
See the correct answer Not included Included Included
How your score compares with everyone Not included Included Included
The reasoning behind every answer Not included Not included Included
Retakes One attempt One attempt Unlimited
Certificate each time you reach 100% Not included Not included Included
Results kept in your dashboard Not included Not included Included
The two 50-question ACXPA benchmarks Not included Not included Included
Quizzes with your team
Monthly general knowledge trivia kit — editable questions and answers to run with your team Not included Not included Included
Self-paced courses with a certificate for each one you finish Not included Not included Included

The quizzes are the smallest part of it

Membership opens up the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. See what’s included.

The quizzes are the smallest part of it

Your membership includes the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. Browse your resources.

You’re signed in with the admin account for . Everyone holding a member account under your membership has full quiz access — results and certificates are recorded against their individual account, so sign in with your own Individual Account to take a quiz yourself.

See membership options Browse the resource library
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