TOTAL CHILD SCHOOL, PORT HARCOURTWEEK: 3
TOPIC: HOW TO MAKE COMPLAINTS
CLASS: JSS3
GENDER: MIXED
AVERAGE AGE: 12 YEARS
DURATION: 2 PERIODS (40min. for each period)
REFERENCE: WABP junior secondary business studies book 3 and
Classic business studies book 3
BEHAVIOURAL OBJECTIVES: By the end of the lesson, students should be able to:
PREVIOUS KNOWLEDGE: the students are used to making complaints on different issues in the school and in their various houses.
Here is one concise Biblical set on how to make complaints:
Biblical Objective:
To encourage believers to raise complaints respectfully and truthfully in order to seek justice and resolution without causing conflict.
Biblical Truth:
God desires that grievances be expressed with wisdom, honesty, and peace, not anger or retaliation.
Bible Verse:
“If your brother or sister sins, go and point out their fault, just between the two of you.”
— Matthew 18:15 (NIV)
LESSON CONTENT
STEP 1: COMPLAINTS
A complaint is any expression of dissatisfaction which could be oral, written, justified or unjustified.
A complaint is a description of your dissatisfaction and all the procedures you have followed in order to resolve the issue before reaching the point where you no longer know what to do.
The bottom line is that the customer expresses dissatisfaction in order to get some form of compensation.
DISTINCTION BETWEEN A JUSTIFIED COMPLAINT AND AN UNJUSTIFIED COMPLAINT
A justified complaint is a complaint that has a good or defendable basis, while an unjustified complaint is a complaint that has no fair basis for redress.
STEP 2: METHODS OF LODGING COMPLAINTS
1. By making phone calls, which is almost instant.
The advantage of using the phone is that the issue is usually dealt with on the spot.
2. By e-mail: The advantage here is that the complaint is written and there is evidence that a complaint was made about the issue.
3. Letter writing
Complaints should be made as soon as the dissatisfaction is noticed.
BENEFITS OF RESOLVING COMPLAINTS
1. It engenders a happier customer base.
2. It reduces the incidence of similar complaints in the future.
3. It leads to a reduction in follow-up correspondence and requirements.
4. It leads to reduction in administrative costs.
STEP 3: REASONS FOR BANNING AND RESTRICTING CHEMICALS NOT SUITABLE FOR USE
To ban something is to prohibit, forbid or bar it.
To restrict is not to make something easily available: that is, some limitation.
The following are the reasons for banning restricting chemicals that are not suitable for use.
1. They are fatal if inhaled or ingested.
2. They cause irritation to eyes, nose, throat, rashes to skin, blistering of the skin, nausea etc.
3. They produce fumes which may cause lung cancer.
4. They destroy red blood cells.
5. They affect the neurological cells.
6. They affect the hormones.
7. They cause birth defects in unborn babies.
8. They cause infertility in men.
9. The cause chronic illness.
10. They are corrosive.
11. They are toxic
12. They are flammable
13. They can cause destruction of the environment.
PROCEDURES FOR BANNING AND RESTRICTING CHEMICALS NOT SUITABLE FOR USE
The Prior Informed Consent (PIC) of which Nigeria is a signatory is what is used to give information on banned and restricted chemicals.
This is the procedure used.
1. A notice is sent to the international PIC Secretariat that a chemical has been discovered to be dangerous and harmful.
2. The secretariat inquires further to verify the information.
3. The secretariat forwards a summary of the information gathered to all members of the PIC convention for more input.
4. When the PIC secretariat receives answer from one or two countries, it sends it to its chemical review committee.
5. PIC then sends its recommendations to the conference of the countries who are members.
6. Once the countries have accepted the banning or restricting of the chemical, it is circulated with reasons for the action taken.
STEP 4: HOW TO SEEK REDRESS
Redress is the act of setting right a wrong.
Making amends for a wrong or injury caused someone can also be regarded as redress.
CONSUMER REDRESS: Consumer redress is the act of setting right a wrong that has been done to a consumer over a product bought or service rendered.
Consumers can seek redress through regulatory agency known as Consumer Protection Council (CPC)
STEPS TO FOLLOW WHEN SEEKING REDRESS
1. Report what happened as soon as possible.
2. Give names, addresses and phone numbers of persons/companies and include your name, address and phone number.
3. State the problem clearly.
4, Indicate the name and address of store of purchase and date of purchase.
5. Forward the letter of complaint or redress to the manufacturer or distributor whose address is on the label where you bought the product.
BENEFITS OF PROVIDING REDRESS
1. Consumer is happy that he/she has been listened to
2. The intervening regulatory agency will be seen to be efficient.
3. It improves the public relations profile of the company.
4. Providing redress immediately eliminates litigations.
5. More time is spent on research and development for the growth of the company than on following up cases of complaints.
EVALUATION: the teacher evaluates the lesson by asking the students the following questions.
1. What is complaint?
2. Mention three benefits of resolving a complaint.
3. Mention at least five reasons for banning and restricting chemicals that are not suitable for use.
4. Explain how to seek redress
ASSIGNMENT
Write a letter of redress to CPC expressing your dissatisfaction with a particular product.