By the end of the course, you should be able to:Appreciate the positive effects of complaints in a customer-oriented firmComprehend the theory-based accounts of complaintsUnderstand the customer perspective of complaintsBe familiar with contemporary complaint management strategiesPut your knowledge of complaint management into several perspectives -- human resources, organizational, and technological.Apply the discussed models and strategies in your area of work

The sessions will be structured as follows:Lecture using PowerPoint Slides and handoutsA revision of topics covered in the previous sessionQ/A on the topics covered in the current lectureGroup work

The course is broken down into three parts covering:A comprehensive introduction to concepts relevant to understanding complaints and complaining behaviorStrategies of complaint managementSelect issues in complaint management

A detailed list of literature will be available on Moodle. 

Group or  Individual Presentation; depending on the number of enrolled studentsA short paperCompulsory Attendance (see below for provisions)The minimum requirement to complete the course is 60%. A detailed overview will be given in the first session of the lecture.

Course slidesAll resources consulted during the sessions

The following performance criteria need to be met in order to successfully complete the courses classified as “Vorlesungs-Kurs” (VC):Attendance: you are allowed to miss maximum one session with justification communicated before the session or immediately after the session and without impacting your final grades. NOTE: Attendance in the first session and in the session where group presentation takes place are mandatory. Partial performance (meeting the respective deadlines)Making the group presentationSubmitting the final assignment within the communicated deadline (summer term 31.07. and winter term 28./29.02.)In cases where the above-mentioned performance criteria are not met, the course will be evaluated negatively with immediate effect, and students need to retake the course.Grading system:PointsGrade100-90189-80279-70369-604<605