Week 14 -Les 1

UNIT 3 - KEEPING THE CUSTOMER SATISFIED
Week 14 - Lesson 1 & 2
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UNIT 3 - KEEPING THE CUSTOMER SATISFIED
Week 14 - Lesson 1 & 2

Slide 1 - Diapositive

TO DO
  • 20/20 Business English:Check where you are> you should have finished exercise 1,2,3,4, 5,7,8,9 & 11
  • 20/20 Business English: exercise 13 & 15
  • Speaking

Slide 2 - Diapositive

Aims
After this lesson you should be able to write a letter of complaint

Slide 3 - Diapositive

Waar gaat een klacht in het zakenverkeer vaak over?

Slide 4 - Question ouverte

Letter of Complaint

  • Maak duidelijk waarover je klaagt en houdt je aan de feiten.
  • Vraag wat de leverancier denkt aan de klacht te gaan doen, of doe zelf een voorstel.
  • Maak duidelijk dat je van de ander verwacht dat hij je snel laat weten wat hij gaat doen.
  • Blijf altijd beleefd

Slide 5 - Diapositive

Letter of Complaint
Read the letter of complaint and answer the following questions in Dutch:

1. What's wrong with the overall tone of the letter?
2. What information should be left out?
3. What information is missing in the conclusion?

Slide 6 - Diapositive

Slide 7 - Diapositive

Exercise 13
What: Translate the letter of complaint and email it to me.
How: Individually
Finished?: Translate the sentences and phrases from exercise 15

timer
20:00

Slide 8 - Diapositive

Answers Exercise 15
1 I’m sorry to hear that, madam.
2 What’s wrong with the... ?
3 Can you come (in) to the store / shop today?
4 I’m calling about the...
5 And they haven’t been round yet?
6 But I can assure you that...
7 It doesn’t work properly.
8 Here’s the receipt.
9 Do you happen to remember the name of the person who served you / attended to you?
10 I’ll call our Rotterdam branch to…

Slide 9 - Diapositive

Write down 3 things that you have to include in a letter of complaint.

Slide 10 - Question ouverte

Homework
Finish the exercises from the previous lessons (3,4,5,7,8,9 and 11)
Finish exercise 15
Hand in exercise 13

Slide 11 - Diapositive

Speaking

Slide 12 - Diapositive

TO DO
- listening 
- talk about current events
- practise conversations in a shop

Slide 13 - Diapositive

AIMS
After this lesson you should be able to:

- talk and ask questions about a current event 
- give and ask for information in a conversation in a shop

Slide 14 - Diapositive

Current Events

Slide 15 - Diapositive

Current Events
What: Talk about current events

How
1.Go to the following website: http://www.bbc.co.uk/newsround 
 and watch a  video (news item) that you  are interested in. 
2. You should be able to explain what is being said  in the video in English.





timer
5:00

Slide 16 - Diapositive

Current  Events
How:
1.Go to the following website: http://www.bbc.co.uk/newsround
 and watch a video (news item) that you are interested in.
2. You should be able to explain what is being said in the video in English.

3. Work in pairs:
A starts by explaining what is being said in the video he/she just watched. 
B has to ask at least 3 questions about the video (content or opinion)

4. Switch roles after 3 minutes

timer
3:00

Slide 17 - Diapositive

Current Events
What have you just talked about?

Slide 18 - Diapositive

Conversations in a Shop
What: Practise the conversations in English. The customer (A) complains about goods or services to the sales assistant (B).

How: In pairs
1. If necessary, look up the words that you don't know and write them down.
2. When you're finished with a conversation, switch roles.
3. Start with another conversation.


timer
20:00

Slide 19 - Diapositive

Homework
  • Finish the exercises from the previous lessons (3,4,5,7,8,9 and 11) 
  • Finish exercise 15
  • Hand in exercise 13

Slide 20 - Diapositive