Basic training on customer service and complaint handling: A training module for new Ministop Store employees on customer flow of service and complaint handling

• Main Authors: Aguilar, Dominique Marie S., De Leon, Lovely Carmencita V., Yambao, Fatima P.
• Format: text
• Language: English
• Published: Animo Repository 2009
• Subjects: Customer services; Consumer satisfaction; Communication
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/6870
• Institution: De La Salle University

A survey conducted by the group on the problems perceived by Mini stop customers with store employees, yielded a high result on poor customer service and relations. On another survey, Mini stop store employees believe that product expiration is the most common customer complaint they have received. However, this concern is usually beyond the control of Mini stop employees. Given these common complaints, and based from interviews with the store managers and the operations manager, the best way store employees can address these issues is to learn through the improved training module. Darkenwald (1982) explains that learning is done through different methods that are conducted for adult learners to gain new information. The modules are currently taught through a lecture. With the short amount of time allotted, trainees cannot fully appreciate and understand the training program. This project therefore, consists of a training video and a lesson plan on customer service and complaint handling procedures. Pinnington (1992) explains that video is best when portraying behavioral situations. Cartwright (1986) also shares that the continuity of videos help in the training process. Both Cartwright (1986) and Pinnington (1992) say that video is used to stimulate audience interest, while Goad (1982) adds that a lesson plan provides the facilitator with guidance for the module.