Handling complaints_ Lesson 5_Answering a complaint

Goals today
- Review/learn the structure of a business email/letter
- Learn polite ways to start and finish an email/letter
- Write an answer to a complaint
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Slide 1: Slide
EngelsMBOStudiejaar 1

This lesson contains 18 slides, with interactive quizzes and text slides.

Items in this lesson

Goals today
- Review/learn the structure of a business email/letter
- Learn polite ways to start and finish an email/letter
- Write an answer to a complaint

Slide 1 - Slide

What comes to your mind when you think of a business email?

Slide 2 - Mind map

Write down how it starts and ends.
How is the text organized?

Slide 3 - Slide

Any differences? Anything the same?

Slide 4 - Slide

What is the correct structure of a (business) email?

Slide 5 - Open question

Structure
1. Your Address (only letter)
2. Receiver's address (only letter)
3. Date (only letter)
4. Subject
5. Dear ....
6. Message
7. Yours faithfully/sincerely,
8. Your name

Slide 6 - Slide

Slide 7 - Slide

Slide 8 - Slide

How to start a business email:
A
Dear Joanna,
B
Good morning,
C
Dear Ms. Smith,
D
Hello Joanna,

Slide 9 - Quiz

Slide 10 - Slide

Which can we NOT use in a business email/letter?
A
I'm sorry for...
B
I would like to..
C
We look forward...
D
Could you.. ?

Slide 11 - Quiz

Language in a business email
- no contractions (I'm sorry, I don't like, I've bought)

CORRECT: I am sorry / I do not like / I have bought.

ATTENTION: control your spelling and grammar

Slide 12 - Slide

Best wishes,
A
personal email
B
business email
C
both (alle twee)
D
no one

Slide 13 - Quiz

I look forward to __________ from you.
A
to hear
B
hearing
C
hear
D
heared

Slide 14 - Quiz

What should you write when you answer to a complaint?

Slide 15 - Mind map

Letter of complaint
1. Greeting
2.  Body
mention the complaint, apologize, show empathy, offer a solution, offer a compensation if needed, say you wish the person to be happy and come back

 3. signature (full name + company name

Slide 16 - Slide

Let's work
- Open your Word file "Lesson 5"
(available on SBIS>Onderwijscatalogus>LE Engels CMB > Handling Complaints)

- Do the exercises
(Keep connected and call the teacher whenever you have questions)

- Teacher will pair you up. You will correct your peer's email (ex. 6)

Slide 17 - Slide

Homework (and next week)
- Finish Lesson 5 (in case you haven't finished yet)

- On your licence Door Engels:
a. Daily Life: task 1-5
b. At work: Step 1-5

Slide 18 - Slide