Unit 4 Check in + Step 1: What are you complaining about?

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Slide 1: Diapositive
EngelsSecundair onderwijs

Cette leçon contient 52 diapositives, avec quiz interactifs et diapositives de texte.

Éléments de cette leçon

Slide 1 - Diapositive

Check in
Why has your shampoo turned my dog pink?

Slide 2 - Diapositive

Ex. 1
Read the situations below and match each complaint (1-4) with an answer (A-D)

Slide 3 - Diapositive

Slide 4 - Question de remorquage

Ex. 3
Read the following situations and 
write a suitable answer for each of them.

Slide 5 - Diapositive

My response to one of these situations (start with @)

Slide 6 - Question ouverte

Step 1: What are you complaining about?
Learning words to make complaints

Slide 7 - Diapositive

1 / Top 10 consumer complaints

Slide 8 - Diapositive

Ex. 1
Have you ever made a complaint about something you bought?
a) If so, what was it about?
b) If not, have you always been happy with all your purchases?
Explain to your partner. Talk for 1 minute.
timer
1:00

Slide 9 - Diapositive

Complete the word web on the next page. What do people file most complaints about? Add the category between brackets.
e.g. wrong size (clothing)

Slide 10 - Diapositive

Complaints

Slide 11 - Carte mentale

Ex. 2
Complete the word web in your workbooks with information from the previous slide.

Slide 12 - Diapositive

Ex. 3a
Read this text about consumer complaints.
Write the correct title above each paragraph.
car complaints – credit/debt – home improvements – household goods – internet fraud – landlord/tenant problems – property/real estate – retail – services – utilities

Slide 13 - Diapositive

car complaints
credit/debit
home improvements
household goods
internet fraud
landlord/tenant problems
property / real estate
retail
services
utilities

Slide 14 - Question de remorquage

Slide 15 - Diapositive

Ex. 3b
What category does each of the following pictures refer to?
--> match!

Slide 16 - Diapositive

car complaints
credit/debit
home improvements
household goods
internet fraud
landlord/tenant problems
property / real estate
retail
services
utilities

Slide 17 - Question de remorquage

Ex. 3b

Slide 18 - Diapositive

Ex. 3c
Below are some examples of complaints. In which category do they belong?


Slide 19 - Diapositive

1 An electrician failed to repair the plug connection in your room and now you cannot charge your phone anymore.
2 You have recently changed to another mobile provider but after a month you haven’t received your nano-SIM card yet.
3 Through ads on Facebook you won €250, but apparently it was a
case of phishing.
4 Your parents bought a house that apparently has a leak and a lot of
moisture damage.
5 The new microwave has been installed incorrectly and it does not
work.
6 There is oil leaking from the engine of your moped.
7 You have already been waiting 30 minutes for your meal to be
ready; the chef is still on his phone.
8 The fire escape in your apartment has been blocked for two months but your landlord refuses to come and check it.
9 There is €250 missing from your bank account.
10 The label on a T-shirt says it is on discount but the cashier says
you have to pay the full price.
car complaints
credit/debit
home improvements
household goods
internet fraud
landlord/tenant problems
property / real estate
retail
services
utilities

Slide 20 - Question de remorquage

Ex. 3c
Below are some examples of complaints. In which category do they belong?

Slide 21 - Diapositive

Ex. 4
Read these Facebook comments and put the problems in the corresponding categories: food, clothes, gadgets or other. Write the numbers of the comments in the table.


Slide 22 - Diapositive

clothes
food
gadgets
other

Slide 23 - Question de remorquage

Ex. 4

Slide 24 - Diapositive

Ex. 5
Fill the gaps in the sentences with the correct word. Choose from the list. Not all words have to be used.

Slide 25 - Diapositive

checkouts
coupon
exchange
gift card
invoice
lease
manufacturer
queues
receipt
refund
resolution
return policy
samples
store credit
warranty

Slide 26 - Question de remorquage

Ex. 6 Which word is being described? Fill in the word in the crossword below.
Across
3 small amount of something given to people to try
4 document that shows a list of goods or services and the prices to be paid for them
5 money given back to someone when a product is returned or when a service was not acceptable
6 place in a shop where you can pay for the things you buy
7 piece of paper on which the things or services you bought are listed with the price for each and the total amount

Down
1 piece of paper that lets you get a service or product for free or at a lower price
2 line of people who are waiting for something
3 piece of paper given by a shop when you return something you do not want, which allows you to buy other goods or services of the same value

Slide 27 - Diapositive

Ex. 6 Which word is being described? Fill in the word in the crossword below.
Across
3 small amount of something given to people to try
4 document that shows a list of goods or services and the prices to be paid for them
5 money given back to someone when a product is returned or when a service was not acceptable
6 place in a shop where you can pay for the things you buy
7 piece of paper on which the things or services you bought are listed with the price for each and the total amount

Down
1 piece of paper that lets you get a service or product for free or at a lower price
2 line of people who are waiting for something
3 piece of paper given by a shop when you return something you do not want, which allows you to buy other goods or services of the same value

Slide 28 - Diapositive

2 / Excuse me, but …

Slide 29 - Diapositive

Ex. 1
Watch the clips and write down what would make you nervous if you were the customer.

Slide 30 - Diapositive

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Slide 34 - Diapositive

Slide 35 - Diapositive

Slide 36 - Diapositive

Slide 37 - Diapositive

Slide 38 - Diapositive

Ex. 2
 Watch the clips again and write down or complete the phrases.

Slide 39 - Diapositive

Ex. 2

Slide 40 - Diapositive

Ex. 3
 Read the following phrases. Indicate whether the phrase could be said by a customer, an assistant or both.

Slide 41 - Diapositive

1 Good afternoon.
A
customer
B
assistant
C
both

Slide 42 - Quiz

2 What can I assist you with?
A
customer
B
assistant
C
both

Slide 43 - Quiz

3 There appears to be a problem.
A
customer
B
assistant
C
both

Slide 44 - Quiz

4 How unfortunate.
A
customer
B
assistant
C
both

Slide 45 - Quiz

5 We will figure this out.
A
customer
B
assistant
C
both

Slide 46 - Quiz

6 Can I speak to the manager?
A
customer
B
assistant
C
both

Slide 47 - Quiz

7 I would like to see this problem resolved.
A
customer
B
assistant
C
both

Slide 48 - Quiz

8 I am terribly sorry.
A
customer
B
assistant
C
both

Slide 49 - Quiz

9 I am going to put you on hold.
A
customer
B
assistant
C
both

Slide 50 - Quiz

10 It was delayed.
A
customer
B
assistant
C
both

Slide 51 - Quiz

11 Happy to help.
A
customer
B
assistant
C
both

Slide 52 - Quiz