In the following test we will present critical work situations which could similarly arise in your future profession. Please try to imagine yourself in the situation and select how you believe a customer-oriented employee should best act in each situation.
We are offering five alternatives for each situation. Your assignment is to put them into sequence. To do so please place the answer that best reflects how you feel the situation should be dealt with in first position, the second best alternative in second position, and so on. The worst alternative should be placed last in your list.
In order to change the sequence of the answers, please click on the black sorting arrows on the right, next to the answers.
Please click on "continue" to access the exercise.
Example:
You are a waitperson in a restaurant. Shortly after having served a guest his/her main course he/she calls you over and complains that the food is cold.
Explanations:
- This is the best alternative offered. You apologize and ensure that the guest receives a warm meal as quickly as possible and you offer compensation by refilling the guest’s drink free of charge.
- Advising the guests that one of the two cooks is sick is a “lame excuse” and probably won’t convince the guest. Your offered compensation is a good start, but there is a better alternative.
- This is not a very good alternative. The situation is not so difficult that you are not able to solve it yourself.
- This is not a good solution. One should not shift the blame onto the kitchen and warming things up in the microwave is probably also not the best option.
- This is the worst alternative. Even if the restaurant is packed, the guest can expect adequate service. This also includes warm food. A full restaurant is not an excuse for serving cold food. With this type of answer the situation could easily escalate.