Making a complaint 1

• Engels
• Middelbare school
• havo
• Leerjaar 4

Making a complaint & Solving it!

Goals:

• You will remember and learn expressions about making a complaint and dealing with it.
• You will write a  complaint in formal language ( Realistic situations)
• You will react & solve the complaint of an irate costumer professionally (Realistic situations).
• You will Communicate and react to each other in English in pairs

Plan:

• Intro: Warm up >Brain storm: Complaints                                           10m.
• Watch a video about making a complaint & answer questions  15m
• Quiz  about the theme (complains)                                                          15m.              

• Teamwork : A writes a complaint, B writes a solving                        15m.
• Feedback & Back up                                                                                         20m.
•  Review &  Feedback                                                                                         10m.   
• Why do you have to learn about this topic?                                                                                                                                        

www.instagram.com

Why do people make a complaint?

00:23

She complains about................

1. paying the fees
2. repay the fees

00:29

Her problem is

1. handeled
2. not handeled yet

00:48

The customer is furious

1. with you
2. because of the situation

01:11

The goal is to solve the problem by ..........

1. confrontation
2. calm the customer down by listening

01:44

.......................let the client know that you got his back.( Meer keuzen)

1. Sympathy
2. Listening
3. Interupting the customer
4. Expressing your understanding

02:04

She will see more of these fees in 24 hours.

1. True
2. False

02:11

Excuses voor de ongemak!

Time to work!

• You are going to write a complaint and handle it in pairs! 
• Why do you have to learn writing a complaint?
• Why do you have to handle a complaint?
• Need help? Google- ask each other
• Tools? Laptops/ smart phones
• Situation A will get extra explanation & instruction from me

Instructions:        15 m.

1. Sit in pairs A & B  & you'll get my handout
2. You will choose ONE of 2 situations
3. Student A: The customer will write a complaint on the Padlet ,B takes a coffee break for 5 m.
4. Student B: Costumer service: Respond to the 

complaint on the Padlet, A takes a coffee break 

   5.Post the two posts in the Padlet: Scan the  QR >>

Situation 1 (Extra uitleg & instructie)A2

A: You have a dangerous  allergy. You went to a restaurant and you ordered a course that you might allergic to. There was no allergy warning on the menu card.  You complained to the restaurant manager about their disregard to allergen information.

B: You are the customer service empolyee at the restaurant and have got the complaint. Write an email to solve it.

Situation 2 ( B2 >> WORK INDEPENDENTLY)

A:You are a doctor assistant. One of your tasks is to oversee the tools in the dentist clinic. You had a faulty x-ray camera, so you ordered a new one. When it'd arrived you realised the frequency of the camera was too low to make clear photos. You have to write a complaint about this situation.

B: You're a service customer employee and have received a complaint form a cleint . Write an email to solve it professionally

nl.padlet.com

Review:

• You will remember and learn expressions about making a complaint.
• You will write a complaint in formal language.
• You will react & solve the complaint of an angry costumer professionally.
• Communication in pairs

Next week we'll continue ..