Handling Customer Complaints

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Introduction

Students will learn to handle customer complaints, which can be one of the most difficult parts of a retailer's job. Displeasure, anger, and other negative emotions often accompany complaints. However, when properly handled, customer complaints can provide the opportunity to transform an unhappy customer into a happy one.

1 Class Period

Class Period
55 Minutes

Industries / Subjects / Grades

Industries / Pathways
  • Marketing, Sales, and Services
Grade Levels
  • 10
  • 11
  • 12

Standards and Objectives

Standards

California's 2008 CTE Standards (4)
California Academic Content Standards (1)

Related Instructional Objectives (SWBAT...)

  • Students will understand that customer complaints are a typical occurence in a retail store.
  • Students will learn the important steps in dealing with customer's complaints.
  • Students will understand the employee's role in representing a business when dealing with complaints.
  • Students will become aware of how dealing with complaints may enhance sales and business.
  • Students will demonstrate their strategies for handling complaints effectively.

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