Handling complaints_ Listening_Lesson 5

• Engels
• MBO
• Studiejaar 1

Last class

1. We discussed the structure of an email

2. You learned how to answer a letter of complaint.

Part 1

Part 2

Part 3

Part 4

Part 5

I am happy to announce that...

We would like to apologize for the inconvenience

Dear Mr. Jones

You sent us a complaint on December 21...

Yours sincerely,

At the end of the lesson you can:

1. mention three aspects of a customer complaint.

2. Elicit 2 verbs followed by infinitive.

3. Tell the difference between remember to do something and remember doing something.

4. Propose a solution to Angela's complaint.

How do you prefer to complain about a company?

Before traveling, what should we pay attention to regarding our phone?

Listen to a complaint

1. open your Word-file. (SBIS-Engels CMB 20 - Lesson

2. Listen to a complaint and complete exercise 3.

3. In pairs, check your answers.

f. I want ___________ my mobile phone bill

1. to query
2. querying

We always recommend _______ customer services to check roaming charges.

1. to contact
2. contacting

Angela said: I don’t remember ___________the phone’s data.

1. to use
2. using

iI’ll certainly remember ________a cheaper operator as soon as I can.

1. to look for
2. looking for

There is a difference

I’ll certainly remember to look for a cheaper operator as soon as I can.

I remember looking for a cheaper operator

• remember + to-infinitive: future
• remember + ing: past
  

Let's focus

1. Do exercise 4 on your worksheet.

2. Let's discuss the rule

What’s the difference in meaning?

• Did you remember sending the email?

• Did you remember to send the email?

• They stopped to look at the new website design.

• They stopped looking at the new website design.

•    I forgot to pay the phone bill last month.

• I forgot paying the phone bill last month.

Your turn

Do exercise 9 on your worksheet.

Do you think the customer (Angela) is right?

YES

NO

If you were the company, how would you reply to Angela’s request?

In your licence Door Engels – task 27

– do exercises 2 – 3 and 9.

Deadline email: this week!