did 2.1

• Engels
• MBO
• Studiejaar 1

Welcome!

Today's session: customer complaints

- Repetition open questions

- "klachtgesprek"

- Video: dealing with compaints

- Quizlet

- gap fill

- speaking 

Question overview

Facts & habits: present simple: do/does + hele werkwoord

Does she love cake? - Do you work at the bank

Is he at work? <--- why is this one different?

Something happening right now: present continuous: hulpwerkwoord at the biginning of the sentence

Is he walking right now? - are you walking right now?

Something that happenend in the past: past simple: did + hele werkwoord

Did you go to the beach? 

WH- questions

Does she love cake <-> what type of cake does she love?

Is he walking to school <-> where is he walking to?

did you go to the beach <-> when did you go to the beach

wie - who: who did you meet at the pub?

wat - what: what did you do when you were in London?

wanneer- when: when does she go to school

waar - where: where did you stay?

waarom - why: why is he talking to her? - why isn't he talking to her?

individual assignment

Look at the underlined word

The underlined word is the answer

Make a question for the answer using a WH- word

He is buying wine

What is he buying?

We went to the beach

........?

Assignment

Write in word

1. He teaches history

2. She arrived in Spain last week

3. We always go to the pub on Friday evenings

4. The pope said that

5. I went to the alps last winter for a skiing trip

6. The bus leaves every hour from thes platform

7. Brilliant  means very good

8. Because she wants to be a waiter

9. She is talking about it with her doctor

1

2

3

4

Klachtgesprek/
customer complaints

Video: dealing with complaints

We watch the video twice

1. 1. Write down the steps the salesperson uses to deal with the complaint.

2. Write down any words/phrases you hear/see but dont know the meaning of

https://www.youtube.com/watch?v=T20hV4ynU7o

1. Write down the steps the salesperson uses to deal with the complaint.

Write down any words/phrases you
hear/see but dont know the meaning of.

Quizlet: dealing with compaints

Go to quizlet.live

https://quizlet.com/464086744/customer-service-flash-cards/

Gap fill

Look at the exericise. Using the words/phrases from the Quizlet, fill in the gaps.

When you have filled in the words, carry out the conversation with your neighbour

Quizlet words

Speaking

Now you will act out your own scenario. 

- Use the slips of paper

- One person is the assistant, one the shopper

- Use the model for handeling complaints

- Use the words/phrases you have just learnt

1. First contact: be polite and apologize

2. Document the complaint: ask open questions and summarize the compaint

3. look for a solution together

4. Say goodbye in a positive way

Rounding off