Week 14 -Les 1

• Engels
• MBO
• Studiejaar 1

UNIT 3 - KEEPING THE CUSTOMER SATISFIED

Week 14 - Lesson 1 & 2

TO DO

• 20/20 Business English:Check where you are> you should have finished exercise 1,2,3,4, 5,7,8,9 & 11
• 20/20 Business English: exercise 13 & 15
• Speaking

Aims

After this lesson you should be able to write a letter of complaint

Waar gaat een klacht in het zakenverkeer vaak over?

Letter of Complaint

• Maak duidelijk waarover je klaagt en houdt je aan de feiten.
  
• Vraag wat de leverancier denkt aan de klacht te gaan doen, of doe zelf een voorstel.
  
• Maak duidelijk dat je van de ander verwacht dat hij je snel laat weten wat hij gaat doen.
• Blijf altijd beleefd
  

Letter of Complaint

Read the letter of complaint and answer the following questions in Dutch:

1. What's wrong with the overall tone of the letter?

2. What information should be left out?

3. What information is missing in the conclusion?

Exercise 13

What: Translate the letter of complaint and email it to me.

How: Individually

Finished?: Translate the sentences and phrases from exercise 15

Answers Exercise 15

1 I’m sorry to hear that, madam.

2 What’s wrong with the... ?

3 Can you come (in) to the store / shop today?

4 I’m calling about the...

5 And they haven’t been round yet?

6 But I can assure you that...

7 It doesn’t work properly.

8 Here’s the receipt.

9 Do you happen to remember the name of the person who served you / attended to you?

10 I’ll call our Rotterdam branch to…

Write down 3 things that you have to include in a letter of complaint.

Homework

Finish the exercises from the previous lessons (3,4,5,7,8,9 and 11)

Finish exercise 15

Hand in exercise 13

Speaking

TO DO

- listening 

- talk about current events

- practise conversations in a shop

AIMS

After this lesson you should be able to:

- talk and ask questions about a current event 

- give and ask for information in a conversation in a shop

Current Events

Current Events

What: Talk about current events

How: 

1.Go to the following website: http://www.bbc.co.uk/newsround 

 and watch a  video (news item) that you  are interested in. 

2. You should be able to explain what is being said  in the video in English.

Current  Events

How:

1.Go to the following website: http://www.bbc.co.uk/newsround

 and watch a video (news item) that you are interested in.

2. You should be able to explain what is being said in the video in English.

3. Work in pairs:

A starts by explaining what is being said in the video he/she just watched. 

B has to ask at least 3 questions about the video (content or opinion)

4. Switch roles after 3 minutes

Current Events

What have you just talked about?

Conversations in a Shop

What: Practise the conversations in English. The customer (A) complains about goods or services to the sales assistant (B).

How: In pairs

1. If necessary, look up the words that you don't know and write them down.

2. When you're finished with a conversation, switch roles.

3. Start with another conversation.

Homework

• Finish the exercises from the previous lessons (3,4,5,7,8,9 and 11) 
  
• Finish exercise 15
  
• Hand in exercise 13