How To Make Complaints JSS3 Business Studies Lesson Note

CONTENT

1. Meaning of a Complaint
2. Justified and Unjustified Complaints
3. Benefits of Resolving Complaints
4. Consumer Redress 

MEANING OF A COMPLAINT

A complaint is an expression of dissatisfaction with a behaviour, an activity, a product, or a service which can be oral or written, justified or unjustified. Consumers may express dissatisfaction with a product or a service and this may be to get compensation.  

JUSTIFIED AND UNJUSTIFIED COMPLAINTS

A complaint is justified where such a complaint has a good defendable basis. For instance, a consumer may order a particular product, pay for the product, and take the product home for use only to find out that such product does not perform to expectation. The consumer is justified to make a complaint provided he/she has followed the instructions given on the use of the product. 

On the other hand, an unjustified complaint is a complaint that has no fair basis for redress. For instance, a customer who has bought a blender and does not enjoy the use of the blender may not have a good basis for making a complaint where he/she has handled the equipment poorly or he/she has not followed the user’s manual. 

STEPS TO LODGING A COMPLAINT

A complaint must be made as soon as dissatisfaction is noticed. Hence, whenever a consumer has a complaint about a product or a service, he/she can call a company’s number dedicated to receiving complaints and talk about the problem to a representative of the organization offering the service. Such problems discussed on the phone can be dealt with on the spot.  

Also, the company may have designated hours for addressing customers’ complaints. For instance, Monday to Friday{ 9 a,m to noon}. A complaint can be made by e-mail, where a link is selected and the complaint is made. A complaint could be made by writing a letter. Here the letter is addressed appropriately to the organization. The response to the complaint may be immediate, depending on the nature of the complaint. 

FORMATS OF COMPLAINTS

The different formats of presenting complaints are: 

1. In large prints 
2. In audio tape
3. Braille 

EVALUATION

Define a complaint

Distinguish between justified and unjustified complaints. 

BENEFITS OF RESOLVING COMPLAINTS

1. It offers the opportunity to examine and put the right weaknesses found in a product or the delivery of a service.
2. It engenders a happier consumer base thereby improving customer loyalty.
3. It leads to a reduction in administrative costs since there will be no need to report complaints that have earlier been resolved within a business day.
4. It leads to a reduction in follow-up correspondence and requirements.

EVALUATION

1. Define consumer complaints.
2. State the types of consumer complaints.

READING ASSIGNMENT

WABP Business Studies  JSS3 by EgbeEhiametalor et al, pages 71 to 77 

GENERAL EVALUATION

1. State the means of making payment.
2. What is a margin?
3. Give ten types of office equipment.
4. State the function of each of the office equipment.
5. State four roles of the wages office.

WEEKEND ASSIGNMENT

1. A complaint can be oral or written a. True b. False
2. An expression of dissatisfaction is called ___ a. redress b. complaint c banning of product.
3. A complaint that has a defendable basis is known as___ complaint.                                 a. wholesome b. clean   c. justified d. unjustified.
4. Resolving complaints brings the following benefits EXCEPT ___a. engendering a happier customer b. improving customer loyalty  c. increasing customers’ complaints d. creating an opportunity to examine a product.
5. Which of the following agencies protects consumers?  a. EFCC   b. INEC                   c. NAFDAC   d. NECO 

THEORY

1. What is a complaint?
2. Explain the following: i. justified complaint ii. Unjustified complaint.
3. List the steps to take when making a complaint