ROC Neuner A

• Juridisch dienstverlener
• MBO
• Studiejaar 2

Welcome to our lesson up

In this lesson up you will get exercises which you can do on your own. If you need any help you can always ask us for help!

Warming up

Before you start with the exercise, let's first view a video of the do's and don'ts when it comes to costumer/client service.

• Noem enkele voorbeelden als: het weghalen van de trappen of een kudde schapen loslaten in de school.

Ending the conversation by asking

'can I do anything else for you?'

Ending you conversation abruptly

Saying please and thank you

Telling a costumer 'no' and not giving  solutions.

Frowning behind the desk

Letting the client finish speaking

Bad costumer service 😔

Good costumer service 😊

 

The text

Before you start with listening to the recordings, quickly glance at the text and get familiar with the dialogue. 

Legal service provider:

Good morning, how can I help you?

Client:

Good morning, can you help with my request for my driving licence?

Legal service provider:

Indeed I can help you with this question. Could you hand me your passport photograph and your ID or passport? I must say that applying for a driving licence costs money.

Client:

Well of course I can give my documents to you, here it is. I was not aware about the costs of the driving licence. How much do I need to pay for it?

Legal service provider:

Thank you very much for giving me your documents. It is a pleasure to hear that you passed your driving-exam. I apologise for the inconvenience for you not knowing about the cost. It will be 41 euro.

Client:

It is okay I should have look it up myself on the website. When can I pick up my driving licence?

Legal service provider:

The driving licence will be ready to pick within 5 business days.

Client:

That is wonderful! Do you need anything else for my application?

Legal service provider:

 This is enough for your application; you have a good day now! Don’t hesitate to contact us with further concerns or questions. Thank you for visiting Town hall Client:

Thank you very much and have a good day!

Legal service provider:

Good morning, how can I help you?

Client: Good morning, can you help with my request for my driving licence?

Legal service provider: Indeed I can help you with this question. Could you hand me your passport photograph and your ID or passport? I must say that applying for a driving licence costs money.

Client: Well of course I can give my documents to you, here it is. I was not aware about the costs of the driving licence. How much do I need to pay for it?

Legal service provider:

Thank you very much for giving me your documents. It is a pleasure to hear that you passed your driving-exam. I apologise for the inconvenience for you not knowing about the cost. It will be 41 euro.

Client: It is okay I should have look it up myself on the website. When can I pick up my driving licence?

Legal service provider: The driving licence will be ready to pick within 5 business days.

Client: That is wonderful! Do you need anything else for my application?

Legal service provider:

 This is enough for your application; you have a good day now! Don’t hesitate to contact us with further concerns or questions. Thank you for visiting Town hall Client:

Thank you very much and have a good day!

Question 1:
• What is the citizen applying for

Question 2:
What is necessary for the application
of the citizens driver’s license?

Question 3:
What is the citizen asking for?

Question 4:
Can you write down the 3 polite collocations
used by the employee?

Question 5:
It is Friday morning and it takes 5 business days for
the driving license to be made, when should it be ready?

What are your thoughts about the listening exercise?

😒🙁😐🙂😃

Dealing with difficult costumers

Watch the video on this slide to see examples of difficult costumers and even worse service workers.

In the next slide. Watch the second video carefully since there will be a question about it.

How do you help a difficult customer with a problem?

Mix and match

On the next slide there will be a mix and match exercise. Match each sentence to its corresponding counterpart.
Keep an eye out for the words in bold these are essential for being polite!

Example:  A. We would love... belongs to 6. ...help you in the future!

Good morning 

The application for a permit 

your legal documents? 

It has been postponed for 8 weeks 

For the inconvenience  

Please contact us 

You have to apply online 

how can I help you? 

costs 129,95 euros 

Could you please hand me  

Unfortunately, your request has not gone through 

I apologise  

With further concerns and questions 

To complete the application 

Check-in:
How polite are you feeling at the moment?

😒🙁😐🙂😃

Exercise 3

Go to your student booklet to see what needs to be done for this exercise

Exercise 4:

Go to your student booklet to see what needs to be done for this exercise

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