This resource allows students to consider how different types of customer complaints arise and how they can be handled. There are two case studies for students to use in this resource - an airport and a theme park. Working in groups, students examine different types of customer complaint received by the airport or the theme park. Amongst the points that students consider are:
- How could each complaint be registered?
- How would the method of registration affect the handling of the complaint?
- Who is ultimately responsibe for resolving the complaint?
Please note: this resource was provided to delegates attending the tutor2u BTEC First in Business course at Drayton Manor in June 2012.
Price includes a full colour printed copy of the resource, teacher instructions & guidance, a CD containing a photocopiable version resource and postage/packaging.