DECA Hospitality and Tourism Cluster Practice Exam

Which type of customer is more beneficial for a company to have?

1. One who complains about service

2. One who doesn't complain at all

3. One who complains as it offers a chance to explain

4. One who complains because they are always right

The correct answer is: One who complains about service

Having a customer who complains about service can be highly beneficial for a company. This type of customer provides an important opportunity for the business to gather valuable feedback. When customers voice their concerns, they are often highlighting areas where the company can improve its services or products. This feedback is crucial, as it allows the company to make enhancements that can lead to increased customer satisfaction. Moreover, customers who complain can also become more loyal if their issues are handled effectively. By addressing their complaints, a company demonstrates that it values its customers' opinions and is committed to providing a positive experience. This can turn a dissatisfied customer into a loyal advocate who appreciates the company’s efforts to resolve their concerns. On the other hand, customers who do not complain at all might be unengaged or indifferent, which doesn’t provide the company with insight into potential problems or areas for improvement. Customers who complain but believe they are always right may be less open to constructive dialogue. Thus, the type of customer who voices complaints in a constructive manner offers a more advantageous relationship for a business looking to grow and enhance its services.