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Dealing with complaints
Dealing with complaints
Task 1 - Have a chat about...
Task 1 - Have a chat about...
Watch these videos which will help you understand the kind of complaints that people make, and how to respond to them.
Task 2 - Out of the classroom...
Task 2 - Out of the classroom...
Speak to someone who has to deal with complaints in their job. Talk with them about how they do this.
Task 3 - Reading & writing
Task 3 - Reading & writing
Make a poster which teaches people about the “do”s and “don’t”s when dealing with customer complaints.
Canva is a website which makes it easy to create a poster. Try using it for this task!
Task 4 - Getting ready to pass this outcome
Task 4 - Getting ready to pass this outcome
Work with an adult to practice dealing about complaints. You could practice complaints about:
A meal that is too cold
A bedroom which has a broken light
A flight being delayed by 4 hours
A paddleboard trip being cancelled because it's too windy
A cafe running out of hot chocolate
Outcome - Dealing with problems & complaints
Outcome - Dealing with problems & complaints
Sometimes people have problems or issues on their holiday. They might make a complaint.
You will have a meeting with someone who has had a problem. You will need to find out what the problem is, why it happened and what you could do to solve the problem.
You will have some information and rules to help you talk to the person about the problem.
You will need to read this before the meeting so that you know what you could talk about.
The person you are meeting will be asked about how you helped them. They will give you points for:
Being friendly and polite
Using eye contact
Using words that the person understands - not too many complicated words
Listening
Asking questions about what the problem is
Using questions which are easy to answer (e.g. closed questions that can be answered with a “yes” or “no”)
Using questions which are more difficult to answer (e.g. open questions that have longer answers)
Coming up with actions which will help solve the problem
Responding to non-verbal clues that they give. This could mean shaking their head, looking happy or looking confused.
Finishing the meeting by saying things like thank you, goodbye.
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