Handling complaints Lesson 1 - What is customer service all about?

• Engels
• MBO
• Studiejaar 1

Handling complaints

Lesson 1 - What is customer service all about?

The period

- Voorbereiding op het examen:

Examen: gesprek met een klant over een klacht (customer service gericht) en schrijven van een mail over de afspraken.

Hoe gaan we dat doen: woordenschat uitbreiding, discussies over customer service, schrijven van mails

What will you achieve?

1. Give your opinion on customer service.

2. Identify different forms of customer service and compare them.

3. Know new words and how to use them to talk about customer service.

4. link the lesson to your own job.

Source: Business Partner (Pearson)

What is good customer service for you? (think about bank, restaurant, internet provider, etc)

Example:

Ryan air is cheaper than KLM.

KLM is more comfortable.

Watch the video

and do the exercises in your Word File

New words

Scan the QR-code and do the activity.

https://www.educaplay.com/learning-resources/5792606-business_english_airline.html

Educaplay word formation

Now match!

Match the word to its definition!

https://www.educaplay.com/learning-resources/5792566-business_english_airline.html

NEW WORDS

BODY LANGUAGE

PREMIUM SERVICE

PERSONAL ATTENTION

NO FRILLS FLIGHT

VIP TREATMENT

EXCLUSIVE FEATURES

BUSINESS CLASS

Which of these items could not be considered premium service?

1. bonus card in a supermarket
2. paper bags in the clothing store
3. VIP lounge in the airport
4. no maintenance fee of your bank account

Give an example of VIP treatment (at an airline company, for example)

What is a no frill flight?

Your turn (See Worksheet)

1. Talk to someone at your company about their customer service policy:

- How do they approach a customer?

- What are the standard procedures to solve a problem?

- Do they have any premium service?

- Does your company have many complaints online?

(don't forget to download the materials for next class in advance)

homework

- do the exercises on the worksheet available on SBIS.

SBIS> Onderwijscatalogus> LE Engels JAM Lj2 > Handling Complaints > Lesson 1

Sources:

- Business Partner (Pearson)

- Door Engels ( Thieme Meulenhoff)

- HSBC

- KLM