CUSTOMER COMPLAINTS LESSON PLAN
Suggested Method of Instruction:
The teacher or facilitator could either read through the content of the lesson or could require the students to read it on their own. After going over the content, students should answer the questions on their own in writing. When they are finished, the answers can be discussed aloud or could be reviewed by the teacher or facilitator.
Students' responses to the questions should be graded based on their honest ability to reflect on what the question was asking. Older students will obviously have more complex responses than younger students. Responses should demonstrate that the students have given serious consideration to them.
Optional Follow-up Activity:
There have been several major automobile recalls in recent years. Different manufacturers have handled these problems in different ways. Students should use the Internet to search for information on one or two recent vehicle recalls, then they should write a brief report on how the manufacturer handled the recall, including whether it took a proactive or a reactive approach, then the student should evaluate the manufacturer's decision, including suggestions on how it could have been handled better.
In the last lesson, we talked about problem-solving outcomes and some steps for achieving win-win solutions. While those rules and steps are going to be essential to your success in working with customers, you are also going to have to have some specific strategies for handling complaints as well.
In this lesson, we're going to look at a step-by-step approach to handling complaints. Keep in mind that how you handle these complaints will impact your job security and the reputation of your company.
Proactive Versus Reactive
There are two ways you can approach customer complaints: proactively or reactively. Whenever possible, it is better to be proactive. However, that's not always going to be an option.
A proactive approach requires you to anticipate potential problems and take steps to minimize or to prevent complaints from occurring. For example, if are a car manufacturer who discovers that there is a possible problem with vehicles you have on the market, you would be proactive if you did a recall on those cars to fix the problem.
On the other hand, you would be taking a reactive approach if you chose to deal with the problems as they arose. You would wait until someone complained and then you would deal with the problem.
Lesson Printable Materials -
Print out the following pages for
use with this law intro lesson: