Handling complaints_lesson 6_calling a customer about a complaint

• Engels
• MBO
• Studiejaar 2

Lesson 6 - Calling a customer about a complaint

Today's goals

Analyze possible approaches to a problem.

Practice a conversation with a client.

Write an email confirming the compromise.

If you have to talk to someone, what means of communication do you like to use?

How do you feel when talking on the phone?

Let's practice

1. Download the Word-file in Lesson 5 in Onderwijscatalogus

(Period 6 and 7 - Handling Complaints - Lesson 5 - Calling a customer to handle a complaint

2. Read the orange box about Red Cushion and answer the question on the next slide:

What are the problems faced by Red Cushion?

Next text

- in Breakout rooms, read the 2 complaints Red Cushion received.

- Discuss the questions in your worksheet and prepare to answer the question on the next slide.

How would you try to calm the customer down?

Prepare yourself to call the customer

1. In breakout rooms, discuss in a few minutes what kind of information you should give and receive during a telephone call.

(three minutes to discuss)

What are the first things to say?

1. Refer to the complaint and highlight the company
2. introduce yourself and refer to the complaint
3. introduce yourself and apologize
4. refer to the complaint and apologize

A conversation in steps

1. Introduce yourself !!!!
2. Refer to the complaint
3. Apologize and show empathy
4. Highlight the company.
5. Solve the problem
6. Apologize again
7. Summarize the agreements
8. Thank the customer.

Your turn

Write down an example of a sentence you can use in each of the steps from  the previous slide.

Conversation prep

- Do the speaking exercise (3) on your worksheet and prepare for exercise 4.

- After 20 minutes you will role play it with a classmate