letter of complaint 1BA1 28.02

• Engels
• MBO
• Studiejaar 1

Welcome to the lesson!

PLAN FOR TODAY:

1. Your holidays - update

 2. letter of complaint/response to a complaint

How is everyone
doing today?

Enjoyed your
holidays?

We've been talking a lot about

- customer service

- complaints

- customer satisfaction

TODAY

I'd like you to write a short letter of complaint

Let's first have a look at an example

Complaint letter/e-mail  - example

Dear Sir/Madam,

I am writing to you this e-mail because I have a complaint to make.

Last week I ordered a computer via your site. We agreed that you would deliver the computer on the 2nd of April, that is today. I have been waiting the whole day. However I have not received the computer yet. You should have let me known about the delay. You could have phoned me for example or sent me an e-mail.

Could you please let me know what went wrong? I would like to know when you plan to deliver my computer.

I am looking forward to your speedy response.

Yours faithfully,

Susan Smith

characteristics of a
letter of complaint
(formal or informal, emotional, rude?)

In Besatnden

Klachtenbrief - uitleg

LETTER OF COMPLAINT/EMAIL

- Your task is to write a short letter of complaint about your stay in a 4-star hotel in London

Please log in to LessonUp to be able to click on the link

forms.office.com

RESPONSE TO A COMPLAINT LETTER

- Read the theory about writing letters of complaint and a response to a complaint

"Klachtenbrief" in Bestanden

what are the
components/characteristics
of a response
to a complaint?

RESPONSE TO A COMPLAINT

- formal letter layout (address 1, address 2, date, Subject, letter..)

- mention the date of the complaint letter

- apology for the problem/inconvenience 

- analysis of each item mentioned in the complaint (justified or not justified)

- suggested resolution of the problem

- conclusion

OPDRACHT 102 blz. 270

(Upload it in Opdrachten please)

Please remember to put your own address/the address of the customer in the right place