Handling complaints - lesson 3

A solution to every complaint
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Slide 1: Slide
EngelsMBOStudiejaar 1

This lesson contains 10 slides, with interactive quizzes and text slides.

Items in this lesson

A solution to every complaint

Slide 1 - Slide

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A solution to every complaint
Today we will:

1. Discuss about customer's rights.
2. Read some complaints.
3. Discuss the best approach to each complaint.
4. Prepare to write a response to a letter of complaint.

Link to the exam: You'll read a complaint and answer the customer.

Slide 2 - Slide

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As a customer yourself, what kind of complaints have you already made?

Slide 3 - Mind map

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Now think as a COM or JAM. Is the customer always right? Explain.

Slide 4 - Open question

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In pairs/groups, discuss:

Slide 5 - Slide

Divide the group into 3 breakout rooms. Each one with a situation.

Have them share with the rest of the group when back.
The customer is not always right, but...
What do we need to think about when answering a complaint?

Slide 6 - Open question

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Well, some important topics:
1. Our relation with the customer (we want him to come back, right?)

2. A good image of our company (Research shows that one negative review drives away 22% of prospects, around 30 customers)

Slide 7 - Slide

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Slide 8 - Slide

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Slide 9 - Slide

Ask students if they agree with this solution? Why (not)?
Your turn:
In groups, read the text (Word-file) and discuss a possible answer to Karen.

There are some questions about the text to help you understand it.

Slide 10 - Slide

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