Dealing with complaints - speaking

Dealing with complaints - speaking
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Slide 1: Slide
EngelsMBOStudiejaar 1

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. 



Slide 14 - Slide