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