Handling complaints

• 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 respond.

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

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)

Example answer to a letter of complaint:

Dear Sir/Madam,

I am sorry to learn that you were on hold with our customer service department for 30 minutes. I understand how frustrating this must have been for you. We value our customers' time, and this should not have happened.

I will relay this message to the appropriate department and customer service representative. We are prioritizing the issue you're facing with our software, and our team is already working actively to resolve the issue. I'll notify you right away when it's fixed.

I appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and I apologize for the inconvenience this has caused. Please let us know if you have any additional questions, concerns, or comments.

Kind Regards,

Jane Smith

Customer Service Director

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

Your turn:

In groups, read the text handed out by the teacher.

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