writing complaints

• Engels
• MBO
• Studiejaar 1-3

Writing reactions to complaints

Today's planning

• Tips on communication
  
• Writing a reaction to a letter of complaint 

Lesson goals

• At the end of this lesson, the students know how to deescalate a complaint by using
  

What words do you use when you are replying to a complaint?

What should you never do when you are replying to a complaint?

What not to do

- Use jargon in your reply

- Use condescending language

- Promise something you might not be able to uphold

- Leave it

Responsible companies will protect their customers' ......

1. Honesty
2. Impact
3. Privacy
4. Damage

Make sure to ... each of our options clearly in list form.

1. Evaluate
2. Outcome
3. Factor
4. Opportunity

Our business is committed to providing great ...

1. Loyalty
2. Positive
3. Customer service
4. Negative

What do you look out for when writing a formal message?

What are we going to do?

Write a reply to the complaint messages sent to the servicedesk.

A written reply with the use of formal but understandable words. This should be approximately 150 words long.

Submit the letter on Teams.

What went well and what did you find difficult?

Did you achieve this lessons goal by now knowing how to deescalate a complaint (in English)?

Yes

No