writing complaints

Writing reactions to complaints
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Slide 1: Diapositive
EngelsMBOStudiejaar 1-3

Cette leçon contient 14 diapositives, avec quiz interactifs, diapositives de texte et 1 vidéo.

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Writing reactions to complaints

Slide 1 - Diapositive

Today's planning

  • Tips on communication
  • Writing a reaction to a letter of complaint 

Slide 2 - Diapositive

Lesson goals

  • At the end of this lesson, the students know how to deescalate a complaint by using

Slide 3 - Diapositive

What words do you use when you are replying to a complaint?

Slide 4 - Carte mentale

What should you never do when you are replying to a complaint?

Slide 5 - Carte mentale

What not to do
- Use jargon in your reply
- Use condescending language
- Promise something you might not be able to uphold
- Leave it

Slide 6 - Diapositive

Slide 7 - Vidéo

Responsible companies will protect their customers' ......
A
Honesty
B
Impact
C
Privacy
D
Damage

Slide 8 - Quiz

Make sure to ... each of our options clearly in list form.
A
Evaluate
B
Outcome
C
Factor
D
Opportunity

Slide 9 - Quiz

Our business is committed to providing great ...
A
Loyalty
B
Positive
C
Customer service
D
Negative

Slide 10 - Quiz

What do you look out for when writing a formal message?

Slide 11 - Carte mentale

What are we going to do?
What: Write a reply to the complaint messages sent to the servicedesk.
How: Individually
Time: 4x5 minutes
Result: A written reply with the use of formal but understandable words.
Done: Turn in your letter via It's Learning.

Slide 12 - Diapositive

What went well and what did you find difficult?

Slide 13 - Carte mentale

Did you achieve this lessons goal by now knowing how to deescalate a complaint (in English)?
Yes
No

Slide 14 - Sondage