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Handling complaints checking answers
Handling complaints
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Slide 1:
Slide
Engels
MBO
Studiejaar 2
This lesson contains
14 slides
, with
interactive quizzes
and
text slides
.
Lesson duration is:
60 min
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Items in this lesson
Handling complaints
Slide 1 - Slide
Exercise 1. Fill in the gaps
Fill in the gaps. Choose from:
frustrating - concerning - offer - situation - inconvenience - important - apologies
Slide 2 - Slide
Thank you for letting me know about this (1)________________ .
Slide 3 - Open question
I understand this must have been very (2)________________ for you.
Slide 4 - Open question
Could you please give me the details (3)________________ the product?
Slide 5 - Open question
Please accept our sincere (4)________________ for the (5)________________ .
Slide 6 - Open question
Your complaint is (6)________________ to us and we will try our best to make things right
Slide 7 - Open question
To show how sorry we are, we (7)________________ you a gift voucher for a free product of your choosing.
Slide 8 - Open question
Exercise 2. Responses
Fill in the responses. You can use the helpful phrases (or write your own)
Slide 9 - Slide
1. I would like to file a complaint.
Respond:
Slide 10 - Open question
2. The product that I ordered has still not arrived.
Respond:
Slide 11 - Open question
3. I am not satisfied with the service.
Respond:
Slide 12 - Open question
4. Will you solve this problem?
Respond:
Slide 13 - Open question
Remember....
1. Acknowledge the problem
2. Ask for more information (when there isn't enough)
3. Apologise and take responsibility
4. Taking action (letting the client know that you will resolve the problem)
Slide 14 - Slide
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