P2 week 8 mbo plus task (3+6)

• English
• MBO
• Studiejaar 2

P2 week 8

Last week:
We read a text about  customer service representatives. 

Today:
A conversation with 

a customer who has a complaint !
p. 95 - 96

I have a       complaint! 

When you're dealing with angry customer you need to:

• Calm down the customer.
• Make sure you understand the problem.
• You need to find a solution for the problem.
• You need to be clear to the customer about what you can and can't do for them.
• You need to stay friendly at all times!
  Let's think of some helpful  phrases  for such a conversation.

phrases

 

What is a helpful phrase with the word:
"help"

What is a helpful phrase with the word:
"problem"

What is a helpful phrase with the word:
"sorry"

What is a helpful phrase with the word:
"explain"

What is a helpful phrase with the word:
"solution"

What is a helpful phrase with the word:
"understand"

What is a helpful phrase with the word:
"according to"

What is a helpful phrase with the word:
"procedures"

What is a helpful phrase with the word:
"opinion"

What is a helpful phrase with the word:
"proposal"

What is a helpful phrase with the word:
"resolve"

Let's practice!

• Read the intructions on page 95-96.
  
  
•  Student 1. plays the role of customer service representative
• Student 2. plays the role of the angry customer.
• Student 3. will listen and fill in the assesment form:

• Take turns with each role.