Lesson Notes By Weeks and Term - Junior Secondary School 3

HOW TO MAKE COMPLAINTS

TERM: FIRST TERM

SUBJECT: BUSINESS STUDIES

CLASS: JSS 3

 

WEEK NINE

TOPIC: HOW TO MAKE COMPLAINTS

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 in order to get compensation. 

 

JUSTIFIED AND UNJUSTIFIED COMPLAINTS

A complaint is justified where such complaint has a good defendable basis. For instance, a consumer may order for a particular product, pay for the products, 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 instruction given on the use of the product.

 

On the other hand an unjustified complaint is a complaintthat 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

It is necessary that complaint 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 problem discussed on phone can be dealt with on spot. 

 

Also, the company may have designated hours for addressing customers’ complaints. For instance, Monday to Friday{ 9 a,m to 12 p.m}. A complaint can be made by e-mail, where a link is selectedand 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

    1. Define a complaint

 

  • Distinguish between justified and unjustified complaints

 

 

BENEFITS OF RESOLVING COMPLAINTS

  1. It offers opportunity to examine and put 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 reduction in administrative costs since there will be no need reporting complaints which have earlier been resolved within a business day
  4. It leads to reduction in follow up correspondence and requirements

 

EVALUATION

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

 

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 wages office.

 

WEEKEND ASSIGNMENT

  1. A complaint can be oral or writtena. 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’ complaint    d. creating 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


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