Coordinate implementation of customer service strategies Learner's Guide
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Discussion
Activities Customer service strategies: Research activity - Positive and negative resolutions
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Go to: Complaints
Positive and negative resolutions
  • Recall two occasions, with different outcomes, when you encountered problems with a service provider.
  • What happened when the service provider chose to ignore the problem?
  • What happened when the service provider attempted to rectify the problem?
  • Record these two experiences and draw any relevant conclusions.
  • How will your experiences impact on the way you develop a complaints procedure?
  • Why is it important that all staff involved in customer service have input into the complaints procedure?