Week 7 les 2

• Engels
• MBO
• Studiejaar 2

Learning objectives: 

1.  You can understand a reading text about handling complaints.

2. You familiarise yourselves with phrases that can be used in letters of complaints.

3. You know what the structure is of a letter of complaint. 

4. You can write a letter of complaint and respond to it. 

Reading in English:

1. Previewing. Look at the title, what do you think this article is about? Skim the article? What do you think the article is about? What would you like to learn from the article? 

2. Predicting. Read the first two paragraphs? Predict what information will follow in the third paragraph. 

3. Contextualising: Who would read this article? For whom is it useful to read an article like this? 

4. Visualise: Ask questions while reading. Don't take everything the reader says for granted. Be critical! 

5. Make connections: How can you relate your own experiences/knowledge to the topic of this article? 

Tekst to self, tekst tot tekst, tekst to world. 

You are going to read a text about customer service and handling complaints. Try to interact with the text and use the strategies we have discussed. 

After reading the text answer the 5 comprehension questions about the text. 

If you have read the text thouroughly and have tried to solve difficulties while reading, you should be able to answer the questions without any problems. 

What kind of complaints do you encounter in your job/internship?

Responding to customer complaints

Simple present continuous 

To be(am/is/are) + werkwoord + -ing. 

Voorbeeldzinnen: 

• At the moment, prices are rising 

• Currently, he is completing the offer. 

• Do be quiet please, I am trying to concentrate. 

 

Past tense 

Werkwoord +-ed of onregelmatig werkwoord 

Voorbeeldzinnen: 

• We placed and advertisment in the newspaper yesterday. 

• We (have) offered you a 10% discount. 

• We received your order on 21 February. 

• We carried out the order out two days ago. 

Voltooide tijden: 

1. Present perfect (tegenwoordige tijd) 

Have/has + voltooiddeelwoord (derde rijtje) 

Voorbeeldzinnen: 

• I have payed the bill. 

• We have profited from the low dollar. 

• Our sales has increased. 

• They have cancelled the order. 

2.Past perfect (verledentijd) 

Had + werkwoord (verledentijdvorm) 

Past perfect benadrukt dat we het hebben over een moment in het verleden voorafgaand aan een ander moment in het verleden. 

Voorbeeldzinnen: 

• They had decided to postpone the meeting. 

• He had signed the contract 

• They had developed a new product 

• He had tried to persuade me. 

• They had already started when I arrived. 

  

3.Present perfect continuous 

Have/has + been + werkwoord + -ing. 

Je gebruikt deze tijd als iets in het verleden is begonnen en nog steeds voortduurt. 

Voorbeeldzinnen: 

• I have been writing articles on different topics since this morning. 

• He has been reading the book for two hours. 

• They have been playing football for an hour. 

• He has been working here since 2008. 

• He has been studying in the library for three hours. 

• We have been shopping at this fair for two hours. 

 

Homework:

Letter of complaint + Responding to a complaint.

Work on your portfolio. Due: 28 March