Every business faces complaints from customers. It isn’t fun, but handling them correctly can benefit everyone involved. This LAP covers the reasons that customers complain as well as what employees should do to ensure positive outcomes.
LAPs are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. Each LAP includes a student handout (with CopyIT! permission) that includes information about handling customer complaints, a (So What?) discussion of why it's important to learn, and a short (Gray Zone) case addressing ethical issues. The instructor section features a comprehensive discussion guide, complete practice- (short answer) and post-tests (multiple-choice) with descriptive keys, student activities, and more.
As an added bonus, instructors will receive a second version of the student guide—in color and designed specifically for use on electronic devices. This additional student guide is easier for instructors to share with students via email, shared drive, or learning management system and easier for students to view and read electronically. Click here for a sample of the bonus student section.
Bring your discussions to life with the included PowerPoint presentation featuring a broad range of graphics and special effects to help keep students interested. This professionally produced presentation consists of 22 slides.