1MBO 07/12/2021

• Engels
• MBO
• Studiejaar 1

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Today

At the end of this lesson you...

- will know 3 key points in handling complaints

- will have had a first look at the vocabulary needed when handling complaints 

- are able to complete the homework in regards to check-in and -out, complaints and other similar situations.

What does "to complain" mean?

1. overdrijven
2. blij zijn
3. zeuren
4. een klacht hebben

What do you think "A complaint" means then?

1. een zeur
2. een klacht
3. een probleem

00:43

what is the customer upset about?

1. you
2. the situation
3. the company
4. everything

01:04

What should you do when your customer is angry?

01:30

What is the first thing he does when she has finished ranting?

01:41

Why is empathy important?

1. shows you acknowledge the problem
2. You sound like you don't care
3. you feel with the customer
4. you want to throw your phone to the wall

02:11

What are 2 important things the guy says at the end before hanging up?

1. he thanks her for working with him, then apologizes again
2. He thanks her for working with him and says goodbye
3. He is annoyed and tells her goodbye
4. he apologizes before angrily putting the phone down

02:43

What is important about working in customer service?

1. working together with your customer
2. doing your own thing
3. ignoring their complaints
4. letting your customer choose what they want to do

What are 3 keys to handling a complaint well?

by the end of this lesson I need to see in Taalblokken...

A2 - Lessons - Chapter 2 - Reading finished

homework for next week: 

A2 - Lessons - Chapter 2 - Reading finished

A2 - Lessons - Chapter 2 - listening finished