LES 9 PERIODE 2 Complaints N3

• Engels
• MBO
• Studiejaar 2

COMPLAINTS

Een optimale klachtenafhandeling is misschien wel het belangrijkste middel om klanten te behouden.

Bij producten zoals vervoer- en transportmiddelen speelt dat een grote rol.

De klachtenafhandeling

Probeer de vragen die in de volgende slides worden gesteld zo goed mogelijk te beantwoorden. 

Dat mag in het Nederlands of in het Engels.

Complaints

10 questions about the complaints process that is used in garages.

1. What should you do if you have a problem with your car after a repair?

2. Who should you talk to first if you want to make a complaint?

3. How can you describe your problem clearly to the garage staff?

4. What information do you need to provide when making a complaint?

5. How long does it usually take for the garage to respond to a complaint?

6. What should you do if you are not happy with the garage’s first response?

7. Can you ask for a refund or a free repair if the problem is not fixed?

8. What are your rights as a customer when you make a complaint?

9. How can you keep track of your complaint and the garage’s response?

10. What should you do if the garage does not solve your problem?

Telkens wordt er een klacht omschreven. 

Over welke klacht gaat de omschrijving? 

1. Customers often complain when repairs are not done correctly or when new issues arise shortly after a service. This can lead to frustration and a lack of trust in the garage’s abilities

1. poor quality of work
2. High Costs
3. Poor Communication
4. Long Wait Times

2. Unexpectedly high bills or charges for services not clearly explained beforehand can upset customers. Transparency about costs and obtaining customer approval before performing additional work can help mitigate this complaint.

1. Poor Communication
2. Damage to Vehicle
3. High Costs
4. Poor Quality of Work

3. Delays in completing repairs or servicing can be a major source of dissatisfaction. Customers expect their vehicles to be ready within the promised timeframe, and any delays should be communicated promptly.

1. High Costs
2. Damage to Vehicle:
3. Poor Quality of Work
4. Long Wait Times

4. Lack of updates about the status of repairs or difficulty in reaching the garage can frustrate customers. Regular communication and clear explanations about the work being done are essential.

1. Long Wait Times
2. Poor Communication
3. Damage to Vehicle
4. High Costs

5. Customers may find new scratches, dents, or other damage to their vehicle after it has been in the garage. This can lead to disputes, especially if there is no documentation of the vehicle’s condition before the service.

1. High Costs
2. Damage to Vehicle
3. Poor Communication
4. Poor Quality of Work:

Je hoort in de volgende 10 slides vragen 

die worden gesteld aan klanten met een klacht. 

Kies bij elke slide of dat een goede of een 

slechte vraag is!

1

1. good
2. bad

2

1. good
2. bad

3

1. good
2. bad

4

1. good
2. bad

5

1. good
2. bad

6

1. good
2. bad

7

1. good
2. bad

8

1. good
2. bad

9

1. good
2. bad

10

1. good
2. bad

Schrijf in de volgende slide een "explanation" aan deze (anonieme) klant. In het Engels en met in het achterhoofd datgene dat je hebt geleerd in de vorige slides.

Schrijf jouw bericht hieronder op!

Wat vond je van deze les.

😒🙁😐🙂😃