Handling complaints_ Listening_Lesson 5

Last class
1. We discussed the structure of an email
2. You learned how to answer a letter of complaint.
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Slide 1: Diapositive
EngelsMBOStudiejaar 1

Cette leçon contient 17 diapositives, avec quiz interactifs et diapositives de texte.

Éléments de cette leçon

Last class
1. We discussed the structure of an email
2. You learned how to answer a letter of complaint.

Slide 1 - Diapositive

Part 1
Part 2
Part 3
Part 4

Part 5
I am happy to announce that...
We would like to apologize for the inconvenience
Dear Mr. Jones
You sent us a complaint on December 21...
Yours sincerely,

Slide 2 - Question de remorquage

At the end of the lesson you can:

1. mention three aspects of a customer complaint.
2. Elicit 2 verbs followed by infinitive.
3. Tell the difference between remember to do something and remember doing something.
4. Propose a solution to Angela's complaint.

Slide 3 - Diapositive

How do you prefer to complain about a company?

Slide 4 - Sondage

Before traveling, what should we pay attention to regarding our phone?

Slide 5 - Carte mentale

Listen to a complaint
1. open your Word-file. (SBIS-Engels CMB 20 - Lesson
2. Listen to a complaint and complete exercise 3.
3. In pairs, check your answers.

Slide 6 - Diapositive

f. I want ___________ my mobile phone bill
A
to query
B
querying

Slide 7 - Quiz

We always recommend _______ customer services to check roaming charges.
A
to contact
B
contacting

Slide 8 - Quiz

Angela said: I don’t remember ___________the phone’s data.
A
to use
B
using

Slide 9 - Quiz

iI’ll certainly remember ________a cheaper operator as soon as I can.
A
to look for
B
looking for

Slide 10 - Quiz

There is a difference
I’ll certainly remember to look for a cheaper operator as soon as I can.
I remember looking for a cheaper operator

  • remember + to-infinitive: future
  • remember + ing: past


Slide 11 - Diapositive

Let's focus
1. Do exercise 4 on your worksheet.

2. Let's discuss the rule

Slide 12 - Diapositive

What’s the difference in meaning?

  • Did you remember sending the email?
  • Did you remember to send the email?

  • They stopped to look at the new website design.
  • They stopped looking at the new website design.

  •    I forgot to pay the phone bill last month.
  • I forgot paying the phone bill last month.

Slide 13 - Diapositive

Your turn
Do exercise 9 on your worksheet.




Slide 14 - Diapositive

Do you think the customer (Angela) is right?
YES
NO

Slide 15 - Sondage

If you were the company, how would you reply to Angela’s request?

Slide 16 - Question ouverte


In your licence Door Engels – task 27
– do exercises 2 – 3 and 9.


Deadline email: this week!

Slide 17 - Diapositive