Business Studies - Junior Secondary 3 - How to make complaints

TERM: 1^ST TERM

WEEK NINE

Class: Junior Secondary School 3

Age: 14 years

Duration: 40 minutes of 5 periods each

Date:

Subject: BUSINESS STUDIES

Topic: HOW TO MAKE COMPLAINTS

SPECIFIC OBJECTIVES: At the end of the lesson, pupils should be able to

I.) Explain what a complaint is

II.) Distinguish between a justify and unjustified complaint

III.) State the steps in lodging a complaint

INSTRUCTIONAL TECHNIQUES: Identification, explanation, questions and answers, demonstration, videos from source

INSTRUCTIONAL MATERIALS: Videos, loud speaker, textbook, pictures,

INSTRUCTIONAL PROCEDURES

PERIOD 1-2

PRESENTATION	TEACHER’S ACTIVITY	STUDENT’S ACTIVITY
STEP 1 INTRODUCTION	The teacher explains the meaning of a complaint and distinguishes between a justify and unjustified complaint	Students listens attentively to the teacher
STEP 2 EXPLANATION	Teacher state and explain the steps in lodging a complaint	Students exhibit attentiveness and active engagement
STEP 3 NOTE TAKING	The teacher writes a summarized note on the board	The students copy the note in their books

NOTE

HOW TO MAKE COMPLAINTS

A complaint is an expression of dissatisfaction or grievance by a consumer regarding a product or service provided by a business. It is a formal or informal statement that highlights an issue or problem encountered during a transaction or interaction with a company. Complaints typically arise when a consumer feels that their expectations have not been met, or they have been treated unfairly by the business.

Differences between a justified and unjustified complaint

Justified Complaint	Unjustified Complaint
A justified complaint is based on valid reasons supported by evidence.	An unjustified complaint lacks valid reasons or evidence to support the consumer's claim.
It typically involves situations where a consumer's rights have been violated, such as receiving a faulty product, poor service quality, misleading advertising, or unfair billing practices.	It may arise from misunderstandings, unrealistic expectations, or subjective opinions rather than factual issues.
Justified complaints often relate to genuine issues that warrant redress or compensation from the business.	Examples include complaints based on personal preferences, buyer's remorse (regret after purchase without any fault in the product or service), or complaints made in bad faith to gain an advantage

Steps in lodging a complaint

Contact the Business Directly:

Initially, contact the business where the issue occurred. This can be done via customer service, in-store managers, or online platforms provided by the business.

Provide Details of the Complaint:

Clearly explain the nature of the problem or issue encountered. Include relevant details such as dates, transaction numbers, product names, and any communication or documentation related to the complaint.

State Desired Resolution:

Clearly outline what you expect as a resolution to your complaint. This could include a refund, replacement of goods, repair of faulty items, apology, or compensation for inconvenience caused.

Keep Records: Maintain records of all communications regarding your complaint, including emails, letters, receipts, and notes from phone calls. This documentation may be useful if the complaint needs to be escalated.
Follow Up:

If the initial contact does not resolve the issue satisfactorily, escalate the complaint to higher levels of management within the company. Many businesses have escalation procedures for unresolved complaints.

EVALUATION: 1. What is a compliant?

State the difference between a justify and unjustified complaint
Discuss all the steps involved in lodging a complaint

CLASSWORK: As in evaluation

CONCLUSION: The teacher commends the students positively.