Handling complaints_ Lesson 5_Answering a complaint

• Engels
• MBO
• Studiejaar 1

Goals today

- Review/learn the structure of a business email/letter

- Learn polite ways to start and finish an email/letter

- Write an answer to a complaint

What comes to your mind when you think of a business email?

Write down how it starts and ends.

How is the text organized?

Any differences? Anything the same?

What is the correct structure of a (business) email?

Structure

1. Your Address (only letter)
2. Receiver's address (only letter)
3. Date (only letter)
4. Subject
5. Dear ....
6. Message
7. Yours faithfully/sincerely,
8. Your name

How to start a business email:

1. Dear Joanna,
2. Good morning,
3. Dear Ms. Smith,
4. Hello Joanna,

Which can we NOT use in a business email/letter?

1. I'm sorry for...
2. I would like to..
3. We look forward...
4. Could you.. ?

Language in a business email

- no contractions (I'm sorry, I don't like, I've bought)

CORRECT: I am sorry / I do not like / I have bought.

ATTENTION: control your spelling and grammar

Best wishes,

1. personal email
2. business email
3. both (alle twee)
4. no one

I look forward to __________ from you.

1. to hear
2. hearing
3. hear
4. heared

What should you write when you answer to a complaint?

Letter of complaint

1. Greeting

2.  Body

mention the complaint, apologize, show empathy, offer a solution, offer a compensation if needed, say you wish the person to be happy and come back

 3. signature (full name + company name

Let's work

- Open your Word file "Lesson 5"

(available on SBIS>Onderwijscatalogus>LE Engels CMB > Handling Complaints)

- Do the exercises

(Keep connected and call the teacher whenever you have questions)

- Teacher will pair you up. You will correct your peer's email (ex. 6)

Homework (and next week)

- Finish Lesson 5 (in case you haven't finished yet)

- On your licence Door Engels:

a. Daily Life: task 1-5

b. At work: Step 1-5