How to make complaints - JSS3 Business studies Past Questions and Answers - page 1
What is a complaint?
Expressing satisfaction
Expressing dissatisfaction
Ignoring issues
Avoiding confrontation
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What is a justified complaint?
Complaint without reason
Complaint with valid reason
Complaint with exaggerated reason
Complaint without solution
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What is an unjustified complaint?
Complaint with valid reason
Complaint with exaggerated reason
Complaint with no reason
Complaint with immediate solution
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What is the first step in lodging a complaint?
Identifying the issue
Contacting the appropriate party
Providing necessary information
Following up
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When lodging a complaint, what should you do after identifying the issue?
Contact the appropriate party
Provide necessary information
Express your expectations
Follow up
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What should be included when providing necessary information in a complaint?
Random details
Irrelevant facts
Dates, names, order numbers
Generalizations
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In a complaint letter, how should you start?
With a polite greeting
With a demand
With a threat
With an apology
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What should be expressed in a complaint letter?
Just the problem
Supporting details
Desired resolution
Gratitude
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How should you end a complaint letter?
With a demand
With a threat
With a polite note
With an apology
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When should you follow up on your complaint?
Immediately after lodging it
After a month
After receiving a response
Never
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