1) What is the best opening line for a formal complaint email? a) “Hey, this is getting annoying already!” b) “I want to complain about your service.” c) “I am writing to express my concern regarding a recent issue.” d) “Can you do something about this?” 2) Which of the following is a polite way to request action in a complaint letter? a) “You must fix this now.” b) “I expect this to be done immediately.” c) “Can you just send someone?” d) “We would appreciate it if this issue could be resolved promptly.” 3) When replying to a formal complaint, which of the following should come first? a) Offer a discount b) Apologise sincerely c) Ignore the complaint d) Defend your team immediately 4) What is the most appropriate communication platform for urgent complaints about safety hazards? a) Social media post b) Formal email with photos attached c) Face-to-face or phone call d) Posting a notice in the office 5) Which expression best shows empathy in a complaint reply? a) “So what?” b) “We regret any inconvenience this has caused.” c) “It’s not really our fault.” d) “You need to calm down.” 6) Choose the correct structure of a formal complaint email. a) Body – Greeting – Request – Closing b) Request – Complaint – Ending – Reason c) Greeting – Complaint – Details – Request – Closing d) Complaint – Request – Ending – Apology 7) Which of the following is considered informal language for complaints? a) “The task was not completed as scheduled.” b) “I’m sorry for the inconvenience.” c) “The job got messed up, and now it’s all late.” d) “Could you kindly review the issue?” 8) What is the main purpose of using polite language in workplace complaints? a) To confuse the reader b) To sound fancy c) To show professionalism and avoid conflict d) To delay action 9) Which is an example of clarifying in a complaint reply? a) “Please don’t blame us.” b) “We checked the delivery record, and the correct item was sent.” c) “Just accept it.” d) “We’ll deal with it later.” 10) In a digital complaint form, which of the following is most appropriate? a) “Everything is broken! Do something!” b) “Help!!!” c) “Issue: Water leak in corridor. Location: Level 3. Requested Action: Inspection and repair.” d) “Fix it now please.”

DUE30072 CE2 Quiz : (Topic 3.0 - Handling Complaints in Verbal and Written Forms)

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