Een optimale klachtenafhandeling is misschien wel het belangrijkste middel om klanten te behouden.
Bij producten zoals vervoer- en transportmiddelen speelt dat een grote rol.
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Slide 1: Diapositive
EngelsMBOStudiejaar 2
Cette leçon contient 31 diapositives, avec quiz interactifs et diapositives de texte.
La durée de la leçon est: 50 min
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COMPLAINTS
Een optimale klachtenafhandeling is misschien wel het belangrijkste middel om klanten te behouden.
Bij producten zoals vervoer- en transportmiddelen speelt dat een grote rol.
Slide 1 - Diapositive
De klachtenafhandeling
Probeer de vragen die in de volgende slides worden gesteld zo goed mogelijk te beantwoorden.
Vragen beantwoorden in het Engels.
Slide 2 - Diapositive
Complaints
10 questions about the complaints process that is used in garages.
Slide 3 - Diapositive
1. What should you do if you have a problem with your car after a repair?
Slide 4 - Question ouverte
2. Who should you talk to first if you want to make a complaint?
Slide 5 - Question ouverte
3. How can you describe your problem clearly to the garage staff?
Slide 6 - Question ouverte
4. What information do you need to provide when making a complaint?
Slide 7 - Question ouverte
5. How long does it usually take for the garage to respond to a complaint?
Slide 8 - Question ouverte
6. What should you do if you are not happy with the garage’s first response?
Slide 9 - Question ouverte
7. Can you ask for a refund or a free repair if the problem is not fixed?
Slide 10 - Question ouverte
8. What are your rights as a customer when you make a complaint?
Slide 11 - Question ouverte
9. How can you keep track of your complaint and the garage’s response?
Slide 12 - Question ouverte
10. What should you do if the garage does not solve your problem?
Slide 13 - Question ouverte
Telkens wordt er een klacht omschreven.
Over welke klacht gaat de omschrijving?
Slide 14 - Diapositive
1. Customers often complain when repairs are not done correctly or when new issues arise shortly after a service. This can lead to frustration and a lack of trust in the garage’s abilities
A
poor quality of work
B
High Costs
C
Poor Communication
D
Long Wait Times
Slide 15 - Quiz
2. Unexpectedly high bills or charges for services not clearly explained beforehand can upset customers. Transparency about costs and obtaining customer approval before performing additional work can help mitigate this complaint.
A
Poor Communication
B
Damage to Vehicle
C
High Costs
D
Poor Quality of Work
Slide 16 - Quiz
3. Delays in completing repairs or servicing can be a major source of dissatisfaction. Customers expect their vehicles to be ready within the promised timeframe, and any delays should be communicated promptly.
A
High Costs
B
Damage to Vehicle:
C
Poor Quality of Work
D
Long Wait Times
Slide 17 - Quiz
4. Lack of updates about the status of repairs or difficulty in reaching the garage can frustrate customers. Regular communication and clear explanations about the work being done are essential.
A
Long Wait Times
B
Poor Communication
C
Damage to Vehicle
D
High Costs
Slide 18 - Quiz
5. Customers may find new scratches, dents, or other damage to their vehicle after it has been in the garage. This can lead to disputes, especially if there is no documentation of the vehicle’s condition before the service.