2 CM gesprekken voeren customer service

• Engels
• MBO
• Studiejaar 1-3

Gesprekken voeren

Customer Service

Lesson goals

At the end of this lesson, you can hold a conversation with a customer and offer a solution to a problem

Today's planning

• Video clip - customer service
• Dealing with customer problems - speaking

What is important during a conversation with a customer?

01:09

What did the employee do wrong?

What did the employee do better?

What are sentences and/or words you could use from the second half of the clip?

Practice time

Good Practice 2.0 

opdracht 22 p 233-234

opdracht 26/27 p 235-236

What are we going to do?

What:  You are going to hold a conversation with a customer. The customer wants to return an item. You will take turns. 

How: You will do this in pairs.

Time: 10 minutes conversation

Done: Write down the solution you came up with for your customer and turn it in via teams.

What did we do today, and what would you like to work on regarding speaking and listening?

At the end of this lesson, the students can hold a conversation with a customer and ask 4 questions that help find a solution. Did you achieve this goal? How do you know you have achieved this goal?

Homework 

Turn in your solution via teams.