did 2.1

Welcome!
Today's session: customer complaints
- Repetition open questions
- "klachtgesprek"
- Video: dealing with compaints
- Quizlet
- gap fill
- speaking 
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Slide 1: Diapositive
EngelsMBOStudiejaar 1

Cette leçon contient 13 diapositives, avec quiz interactifs et diapositives de texte.

Éléments de cette leçon

Welcome!
Today's session: customer complaints
- Repetition open questions
- "klachtgesprek"
- Video: dealing with compaints
- Quizlet
- gap fill
- speaking 

Slide 1 - Diapositive

Cet élément n'a pas d'instructions

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? 

Slide 2 - Diapositive

Cet élément n'a pas d'instructions

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?

Slide 3 - Diapositive

Cet élément n'a pas d'instructions

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
........?

Slide 4 - Diapositive

Cet élément n'a pas d'instructions

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

Slide 5 - Diapositive

Cet élément n'a pas d'instructions

1
2
3
4
Klachtgesprek/
customer complaints

Slide 6 - Carte mentale

Cet élément n'a pas d'instructions

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


Slide 7 - Diapositive

https://www.youtube.com/watch?v=T20hV4ynU7o
1. Write down the steps the salesperson uses to deal with the complaint.

Slide 8 - Question ouverte

Cet élément n'a pas d'instructions

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

Slide 9 - Carte mentale

Cet élément n'a pas d'instructions

Quizlet: dealing with compaints

Slide 10 - Diapositive

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

Slide 11 - Diapositive

Cet élément n'a pas d'instructions

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

Slide 12 - Diapositive

Cet élément n'a pas d'instructions

Rounding off

Slide 13 - Diapositive

Cet élément n'a pas d'instructions