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Your students will enjoy this vocational lesson that is fun and engaging and will give them practice in customer service complaint resolution. This is a complete lesson on complaint resolution using the TACTICS method.

The resource contains a lesson plan, worksheets, diagrams of the model, a company policy to review, and practical exercises for the group to carry out. Students enjoy the roleplay activities that is real life practice for complaint resolution.

The acronym TACTICS is used to work through a step by step process to handle a complaint from a customer. This is an important aspect of customer service. Once the learner has reviewed the process, it is a good idea to have the class separate into groups and role play various complaints scenarios using this method. All documentation is provided.

I have used this successfully with a Business training class. They enjoyed it and provided excellent feedback.

I hope your students enjoy this as much as mine did.

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