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Level 3 Diploma in Business Management

Handling complaints and service recovery

BM304 · Customer Service — Week 10 of 16

CourseBM304
Week10 of 16
SemesterII
TutorOnline in the course chat

This week’s topics

Handling complaints and service recovery

  1. Conflict resolution techniques
  2. De-escalation strategies
  3. Service recovery paradox
  4. Managing formal complaints and compensation
  5. What is Conflict Resolution? | HRM | From A Business Professor
  6. No complaints? That might be the problem
  7. Managing Difficult Conversations

What you will be able to do

  • 4.3 Describe techniques which are used to resolve customer issues and complaints.

Activity

Start with this week’s 4 videos, then: Seminar, guided reading and a short written task: describe techniques which are used to resolve customer issues and complaints.

Study materials

Videos

  • What is Conflict Resolution? | HRM | From A Business Professor · YouTube · Business School 101 · 7 min · for registered students
  • No complaints? That might be the problem · YouTube · We Lead · 9 min · for registered students
  • Managing Difficult Conversations · YouTube · The Right Questions · 4 min · for registered students

Further resources

  • Service Recovery Expectation and Recovery Justice in E-Retailing · Reading · Reading, article · for registered students
  • Complaints as starting point for vicious cycles in customer-employee interactions · Reading · Reading, article · for registered students
  • Business Communication for Success, ch. 17.1: Delivering a negative news message · PDF · Saylor Academy, textbook chapter; pp. 648–660 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
Week 9Week 11
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Admitted students ask questions on this week’s page in the student portal: an AI assistant trained on the course answers first, and during the course’s timetabled classes Connect to your tutor brings your tutor into the chat, who may start a call if needed.

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Course plan
  • Week 1: Customer service fundamentals and regulation
  • Week 2: Product and service quality standards
  • Week 3: Customer types and behavioural influences
  • Week 4: Monitoring and assessing service quality
  • Week 5: Exceeding expectations and driving satisfaction
  • Week 6: Relationship building and retention strategies
  • Week 7: Negotiation skills and commercial balance
  • Midterm: Midterm evaluation
  • Week 9: Interpersonal communication in customer service
  • Week 10: Handling complaints and service recovery
  • Week 11: Teamwork and collaborative service delivery
  • Week 12: Applying Customer Service in practice: case studies
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
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