This lesson contains 14 slides, with interactive quizzes, text slides and 1 video.
Items in this lesson
Dealing with complaints - speaking
Slide 1 - Slide
Today
Warming up
Video
Introduction
Practice
Assignment
Slide 2 - Slide
After today's lesson, you can...
speak about your personal experiences with complaints.
discuss how you deal with complaints in English.
hand in your homework assignment.
Slide 3 - Slide
Warming up - no yes, no no
If you reply with ‘yes’ or ‘no’, you get a point.
Some examples:
‘’Do you like school?’’
‘’Have you had any coffee today?’’
‘’Do you have any siblings?’’
The person with the least points, wins!
Slide 4 - Slide
Introduction
Quiz!
Slide 5 - Slide
I can use this phrase to reassure a customer when they come to you with a complaint:
“You’re right, and we need to do something about this immediately.”
A
True
B
False
Slide 6 - Quiz
I can use this phrase to show the customer that I am here to help:
"Honestly, I don't understand what you're saying."
A
True
B
False
Slide 7 - Quiz
I can use this phrase to show the customer that I am willing to help:
"If I understand you correctly, ..."
A
True
B
False
Slide 8 - Quiz
I can use this phrase to show the customer that I am able to solve the problem:
“As much as I’d love to help, that’s beyond what we’re able to do right now.”
A
True
B
False
Slide 9 - Quiz
I can use this phrase to show the customer that I am ready to end the conversation:
“This is the best solution we have at this time. Is there anything else I can help you with today?”
A
True
B
False
Slide 10 - Quiz
Video
You are going to watch a video about ''dealing with complaints''
Write down useful tips and/or sentences you hear in the video.
Slide 11 - Slide
Slide 12 - Video
Practice
Go to mbowebshop and sign in to Taalblokken
Go to ''versterk jezelf'' and choose a category to practice.
20 minutes
Slide 13 - Slide
Inleveropdracht
Inleveropdracht:
Have a conversation (+/- 2 minutes) about the questions on the worksheet. Write a short report including feedback for your partner using the worksheet you can find on Teams.