# CTE Resource Center - Verso - Fashion Marketing Task 1411502118

CTE Resource Center - Verso

Virginia’s CTE Resource Center

Describe procedures for handling a customer's complaint.

Definition

Description should reflect the need to resolve a customer's complaint through skills and behavior such as

  • listening
  • receiving feedback
  • giving feedback
  • empathizing (i.e., exchanging roles)
  • maintaining ethical standards
  • displaying a clear understanding of company policies
  • exhibiting patience.

Process/Skill Questions

  • What are common customer complaints in the fashion industry?
  • What are the benefits of being able to resolve customer complaints?
  • How does an employee learn how to resolve customer complaints?
  • How can the employee be proactive in reducing or preventing customer-service complaints?
  • Should salespeople be responsible for handling all their customers' complaints, or should customers be told to call the departments responsible for the complaints? Explain.
  • Should businesses respond to customer complaints on social media? Why, or why not?

Related Standards of Learning

English

10.5

The student will read, interpret, analyze, and evaluate nonfiction texts.
  1. Analyze text features and organizational patterns to evaluate the meaning of texts.
  2. Recognize an author’s intended audience and purpose for writing.
  3. Skim materials to develop an overview and locate information.
  4. Compare and contrast informational texts for intent and content.
  5. Interpret and use data and information in maps, charts, graphs, timelines, tables, and diagrams.
  6. Draw conclusions and make inferences on explicit and implied information using textual support as evidence.
  7. Analyze and synthesize information in order to solve problems, answer questions, and generate new knowledge.
  8. Analyze ideas within and between selections providing textual evidence.
  9. Summarize, paraphrase, and synthesize ideas, while maintaining meaning and a logical sequence of events, within and between texts.
  10. Use reading strategies throughout the reading process to monitor comprehension.

11.5

The student will read, interpret, analyze, and evaluate a variety of nonfiction texts including employment documents and technical writing.
  1. Apply information from texts to clarify understanding of concepts.
  2. Read and correctly interpret an application for employment, workplace documents, or an application for college admission.
  3. Analyze technical writing for clarity.
  4. Paraphrase and synthesize ideas within and between texts.
  5. Draw conclusions and make inferences on explicit and implied information using textual support.
  6. Analyze multiple texts addressing the same topic to determine how authors reach similar or different conclusions.
  7. Analyze false premises, claims, counterclaims, and other evidence in persuasive writing.
  8. Recognize and analyze use of ambiguity, contradiction, paradox, irony, sarcasm, overstatement, and understatement in text.
  9. Generate and respond logically to literal, inferential, evaluative, synthesizing, and critical thinking questions about the text(s).

12.5

The student will read, interpret, analyze, and evaluate a variety of nonfiction texts.
  1. Use critical thinking to generate and respond logically to literal, inferential, and evaluative questions about the text(s).
  2. Identify and synthesize resources to make decisions, complete tasks, and solve specific problems.
  3. Analyze multiple texts addressing the same topic to determine how authors reach similar or different conclusions.
  4. Recognize and analyze use of ambiguity, contradiction, paradox, irony, overstatement, and understatement in text.
  5. Analyze false premises claims, counterclaims, and other evidence in persuasive writing.

Other Related Standards

National MBAResearch Standards-Business Administration

Foster positive relationships with customers to enhance company image.

 

Resolve conflicts with/for customers to encourage repeat business.

 

Understand the nature of customer relationship management to show its contributions to a company.

 

National MBAResearch Standards-Marketing

Understand sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.