English Writing (speaking) Handling complaints

English writing (speaking)
Handling complaints
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English writing (speaking)
Handling complaints

Slide 1 - Diapositive

Today
- Writing: handling complaints
- Time to check / work on exercises

Slide 2 - Diapositive

Complaints

Slide 3 - Diapositive

What to expect
E-mails and letters about:
- poor services
- orders gone wrong

Slide 4 - Diapositive

What comes first?
Imagine:
A client sends a very angry message to your workplace. How would you start the response message? (What would you say first?)

Slide 5 - Diapositive

How would you start
the response message?

Slide 6 - Carte mentale

What comes first?
1. Acknowledge the problem in a polite way:

- Thank you for letting me know about this situation.
- I understand that you're upset.
- I am sorry to hear that.
- That must have been frustrating for you.

Slide 7 - Diapositive

The next step...
2. Ask for more information (only if there isn't enough info):

- Could you explain what aspect you're not satisfied with?
- If you could give me the details concerning.....
- Could you please share your order number?

Slide 8 - Diapositive

After that...
3. Apologising and taking responsibility:

- Please accept our (sincere) apologies for....
- We are very sorry for this inconvenience.
- On behalf of .... I would like to apologise.

Slide 9 - Diapositive

And finally...
4. Taking action:

- Rest assured, this will not happen again.
- We will resolve this issue immediately.
- To show how sorry we are, we offer....
- Your complaint is important to us and we will try our best to     make things right.

Slide 10 - Diapositive

So in short...
1. Acknowledge the problem
2. Ask for more information (when there isn't enough)
3. Apologise and take responsibility
4. Taking action (letting the client know that you will resolve     the problem)

Slide 11 - Diapositive

For now
- Check your answers from last week (making appointments)
Teams > bestanden > Making appointments > answers

- Handling complaints exercise 1-2 (For tomorrow)
Teams > bestanden > Handling complaints 

Slide 12 - Diapositive