English Writing (speaking) Handling complaints

• Engels
• MBO
• Studiejaar 2

English writing (speaking)

Handling complaints

Today

- Writing: handling complaints

- Time to check / work on exercises

Complaints

What to expect

E-mails and letters about:

- poor services

- orders gone wrong

What comes first?

Imagine:

A client sends a very angry message to your workplace. How would you start the response message? (What would you say first?)

How would you start
the response message?

What comes first?

1. Acknowledge the problem in a polite way:

- Thank you for letting me know about this situation.

- I understand that you're upset.

- I am sorry to hear that.

- That must have been frustrating for you.

The next step...

2. Ask for more information (only if there isn't enough info):

- Could you explain what aspect you're not satisfied with?

- If you could give me the details concerning.....

- Could you please share your order number?

After that...

3. Apologising and taking responsibility:

- Please accept our (sincere) apologies for....

- We are very sorry for this inconvenience.

- On behalf of .... I would like to apologise.

And finally...

4. Taking action:

- Rest assured, this will not happen again.

- We will resolve this issue immediately.

- To show how sorry we are, we offer....

- Your complaint is important to us and we will try our best to     make things right.

So in short...

1. Acknowledge the problem

2. Ask for more information (when there isn't enough)

3. Apologise and take responsibility

4. Taking action (letting the client know that you will resolve     the problem)

For now

- Check your answers from last week (making appointments)

Teams > bestanden > Making appointments > answers

- Handling complaints exercise 1-2 (For tomorrow)

Teams > bestanden > Handling complaints