EVO Week 3 - Riders - complaints

INTERNATIONAL COMMUNICATION
aka ENGLISH
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Slide 1: Diapositive
EngelsMBOStudiejaar 3

Cette leçon contient 11 diapositives, avec quiz interactifs, diapositives de texte et 1 vidéo.

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INTERNATIONAL COMMUNICATION
aka ENGLISH

Slide 1 - Diapositive

Today's plan
  1. What do you remember?
  2. Mix and mingle
  3. Watch video about Dealing with complaints
  4. Discuss your own complaints about your rider. 

Slide 2 - Diapositive

Last week's rider quiz
What absurd requests do you remember?

Slide 3 - Diapositive

Mix and mingle
When was the last time you complained about something?


Slide 4 - Diapositive

Slide 5 - Diapositive

Slide 6 - Vidéo

What are the different steps when dealing with a complaint?

Slide 7 - Question ouverte

The six steps
  1. stay calm
  2. actively listen
  3. repeat the concerns
  4. actively sympathise
  5. apologize
  6. find a solution

Slide 8 - Diapositive

What words/sentences do you need when dealing with a complaint?

Slide 9 - Question ouverte

Work in pairs
Browse the internet and find information on 
how to deal with a complaint. 

Write down 5 tips you can use to deal with complaints.
Write down 10 sentences you can use in a conversation.


timer
15:00

Slide 10 - Diapositive

Opdracht Can Do 
Dealing with complaints

Slide 11 - Diapositive