JSS3 Second Term Business Studies Lesson Note – How to Make Complaints

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WEEK 2

TOPIC: HOW TO MAKE COMPLAINTS:

CONTENT:

1. Meaning of complaint
2. types of complaints
3. Steps in lodging a complaint
4. Writing a complaint letter.

Sub-topic 1: (A) MEANING OF COMPLAINT

A complaint is an objection to something that is unfair, unacceptable or otherwise not up to normal and expected standard. There are two types of complaints namely: Justified complaints and unjustified complaints.

1. JUSTIFIED COMPLAINTS

Justified complaints are reasonable, acceptable and defensible complaints. They are about a legitimate problem that was the result of a company doing something wrong. Some examples include: (i) late delivery (ii) faulty products (iii) poor service quality (iv) mistakes on invoice or statements (v) wrong shipment (vi) missing part (vii) rude employee.

1. UNJUSTIFIED COMPLAINTS

Unjustified complaints are complaints that are baseless and unreasonable. These complaints come from people who think a company did something wrong but not actually so i.e. the company didn’t do it. This can happen, for example, if the customer doesn’t remember things correctly or if they haven’t held up their part of a contract and didn’t want to admit it. Unjustified complaints come from perpetual complainers who are just trying to get more from a company.

Sub topic 2 (D) STEPS IN LODGING A COMPLAIN:

Steps for lodging/filing a complaint:

1. Identify the core issue know your right: Focus on the actual events that took place.
2. Determine the proper complaint lodging procedure: Each setting will require a different procedure. Contact an administrator to inquire about the necessary process.
3. Lodge/file a verbal complaint: Certain complaints may be lodged over the phone or in person.
4. Fill out a complaint form: A standard complaint form may be required, especially in schools, large corporation or government settings.
5. Write a complaint letter: narrate in writing format, what transpired proof of occurrence, and your resolution, about what you want or the required solution.
6. Follow up on your complaint lodging/filing: If you have not heard back within the expected time frame, contact the complaint recipient to inquire about the delay.

(E) WRITING A COMPLAINT LETTER.

The following procedures are to be followed when writing a complaint letter:

(i) Address the letter to the appropriate person, i.e name and address of the person.

(ii) Introduce yourself. If the recipient of the complaint letter does not know you, provide enough relevant and personally identifiable information, such as your name, position, address, phone number and your relationship to the offender(s).

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