1. Story Time!
How many of you have ever bought/ordered something that was faulty, not what you had ordered, or didn’t meet your expectations?

2. Resolving Your Consumer Complaints

4. Complaint Hierarchy Speak to customer service at the store/business
Call/speak to the manager/owner of the business
Write a formal letter or call the next person up the line (owner, regional/national office, etc)

5. Proper Complaint Guidelines
What are some guidelines you should follow whenever you are filing a complaint about a product or store (What things or behaviors will help you resolve the problem?)

6. Dispute Resolution
If the letters/phone calls fail to solve the problem, the cheapest forms of resolving the issue are:
Mediation
A “middle man” helps both sides resolve the issue together
Arbitration
A “middle man” listens to both sides and determines a resolution

7. Legal Action
If all else fails, you should take your case to court by filing a law suit
This should be your last resort when trying to resolve a complaint
Why?
It’s expensive!!!!

8. Quick Review Speak to customer service mediation arbitration last
What should you try to do before you speak to a manager or owner?
True or False: Cussing out a customer service representative is always the best way to get what you want
The cheapest forms of resolving your problem (if the business refuses to work with you) are _______________ or ___________________
Taking legal action should be the ___________ course of action in the entire complaint process
Speak to customer service
mediation
arbitration
last

9. We’re going to perform some skits!
Instructions/Guidelines
Think of a product or service that you are unhappy with
Assign lines and/or actions to group members to act out a customer complaint resolution
You can create the skit to either follow the procedures correctly or incorrectly
Possible roles: customer, employee, customer service rep, manager, owner, police, ……….)
Every member of your group must have at least one line
No more than 1 minute long
IT MUST BE SCHOOL APPROPRIATE!
No foul language!
HAVE FUN!!!!!