Customers may complain for many reasons, but skillful employees can use complaints as opportunities to benefit the business. This LAP provides a step-by-step guide for doing so.
LAPs (Learning Activity Packages) are comprehensive instructional packages that include all elements of a performance-oriented lesson plan. This 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. Click here for a sample of the student section. The instructor section features a comprehensive discussion guide, complete practice- (short answer) and post-tests (multiple-choice) with descriptive keys, student activities, and more.
Bring your discussions to life with our PowerPoint presentation featuring a broad range of graphics and special effects to help keep students interested. This professionally produced presentation consists of 17 slides.