Handling complaints - lesson 3

• Engels
• MBO
• Studiejaar 1

A solution to every complaint

A solution to every complaint

Today we will:

1. Discuss about customer's rights.

2. Read some complaints.

3. Discuss the best approach to each complaint.

4. Prepare to write a response to a letter of complaint.

Link to the exam: You'll read a complaint and answer the customer.

As a customer yourself, what kind of complaints have you already made?

Now think as a COM or JAM. Is the customer always right? Explain.

In pairs/groups, discuss:

Divide the group into 3 breakout rooms. Each one with a situation.

Have them share with the rest of the group when back.

The customer is not always right, but...
What do we need to think about when answering a complaint?

Well, some important topics:

1. Our relation with the customer (we want him to come back, right?)

2. A good image of our company (Research shows that one negative review drives away 22% of prospects, around 30 customers)

Ask students if they agree with this solution? Why (not)?

Your turn:

In groups, read the text (Word-file) and discuss a possible answer to Karen.

There are some questions about the text to help you understand it.