Engels P2 L4

• Engels
• MBO
• Studiejaar 1

English Period 2 - week 4

Today

• Dealing with complaints: how?
• Communication: verbal
• Listening & speaking
• Inleveropdracht P2 - week 4 (Teams)

What word comes to mind when you hear the word ‘complaint’?

Complaint = klacht

Verbal: Through the phone or face-to-face

Non-verbal: Through a letter/e-mail/text/review

negative

misunderstanding

frustration

disappointed

empathy

apology

solution

anger

error

distrust

Complaints

Today we will focus on handling complaints in English, which is an important skill in Business Services

Describe a complaint that you have once made about something (verbal or non-verbal)

Watch the short clip

While watching the video pay attention to these questions:

1. What should you focus on when handling a complaint?

2. Why is it important to remain professional? (even when the costumer is angry)

https://www.youtube.com/watch?v=WphIXqTp_es 

What should you focus on when handling a complaint?

Why is it important to remain professional? (even when the costumer is angry)

What to use:

I'm sorry to hear that

Could you please explain the issue?

Let me see what I can do for you

I will pass this on to my manager

I understand your frustration

Thank you for your patience

I apologize for the misunderstanding

I am doing my  best to resolve this

Practise with complaints

• Make duos
• Each duo will write out a script about a complaint + how to handle the complaint 
• Do the role-play together (+ switch roles)
• Write the script down (Person A says:... & Person B says...)
• Record the role-play & hand in on Teams

https://spinthewheel.io/wheels/cQ2mQuiVVhFtPAzsF571cz0xJmU9MQ== 

Which phrases do you think are the most useful?

After this lesson I know how to deal with verbal complaints

1. Yes
2. No