Chapter Summary
Customer service and quality are popular buzzwords in the operation of both large and small organizations today. When a product or service does not meet your expectations, you are disappointed and you usually feel like complaining.

Chapter 10 will look at the process of filing claims both verbally and in writing, and provide suggestions for getting the best results. You will also examine claims from the receiver's point of view and learn more about the choices available for responding to customer complaints.

The Chapter 10 online resources will reinforce and enhance your study of the chapter content. Select one of the chapter links to begin your explorations.

Online Exercise Links

Retail Store Web sites

The Gap
http://www.gap.com

Nordstrom
http://www.nordstrom.com

Macys
http://www.macys.com

Levi's
http://www.levi.com

JCPenney
http://www.jcpenney.com

Wal-Mart
http://www.walmart.com

Kmart
http://www.bluelight.com/

Career Web sites

Monster.com
http://www.monster.com/

CareerBuilder Inc.
http://www.careerbuilder.com/

Job Hunter's Bible
http://www.jobhuntersbible.com/

FlipDog.com
http://www.flipdog.com/

Kforce.com
http://www.Kforce.com/

Additional Learning Links

Scott Pakin's Automatic Complaint-Letter Generator
http://hugin.sigusr1.org/~pakin/complaint

Scott Pakin, author of the automatic complaint-letter generator, admits that his program is "frivolous" and warns that it is intended to be funny. Users may enter a name and answer a few basic questions, and in seconds the program randomly constructs an angry missive from a database of more than a thousand words and phrases. A new letter (it may make you feel better but it is recommended that you NOT send it) emerges every time you use it.

BBB Dispute Resolution Services
http://www.bbb.org/

The Better Business Bureau offers advice on how to file a claim with a business. If this fails, the BBB alternatives include filing complaints with the BBB online and dispute resolution.

Business and Organizational Writing
http://www.wuacc.edu/services/zzcwwctr/businessorg_menu.html

Washburn University Writing Center handouts include discussion of "Writing a Good Claim/Complaint Letter" and "Writing the Adjustment Letter." Sample letters are included.

Consumer Information Center
http://www.pueblo.gsa.gov/

This Web site is sponsored by the Consumer Information Center, U.S. General Services Administration.

Got a Problem?
http://www.consumer.org.nz/topic.asp?category=Legal%20Rights&subcategory= Letters%20that%20get%20results&docid=224&topic=Letters%20about%20goods&title= Introduction&contenttype=summary

Consumers' Institute, an independent, non-profit organization in New Zealand, offers advice to consumers about how to complain and how to write letters that get results.

eFlashcards
Review chapter terms and definitions with eFlashcards.

Crossword Puzzle
Sharpen your knowledge of chapter terms and concepts with an interactive crossword.

Practice Test
Test your understanding of the chapter material with a self-scoring Practice Test.

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