Speaking - Dealing with complaints

• Engels
• Beroepsopleiding

Dealing with complaints

After this lesson, you....

• Can see the difference between formal and informal language;
• Can deal with complaints in a formal way in English.

What is a complaint?

Which of the following sentences are complaints?

1. 'I'm sorry, I can't help you with that.'
2. 'My soup is cold, this is unacceptable!'
3. 'I am going to leave a bad review.'
4. 'I demand a refund'

Write down a complaint (don't use vulgar words!)

Video

You are going to watch a video of someone handling a complaint.

Reason to listen:

1. What is happening in the video? 
2. What things does she do well?
3. What things could be done better?

What is happening in the video?

What did she do well?

What things could be done better?

Formal vs informal

Formal

Informal

Not my problem.

I'm afraid I cannot help you with that.

Just leave.

Go somewhere else.

May I interest you in ... instead?

Thank you for the feedback.

I can offer you .... 

Do you want ...?

See you later!

I hope to see you another time.

Sorry!

Sorry for the inconvenience

Make this informal sentence formal: 'What do you want?'

Wat voor standaard zinnen kan je gebruiken om een complaint af te handelen (in het Engels)

Phrases you could use....

I'm afraid that ....

I can give you a refund

I can offer you... (a reduction/discount/ free ... / a repair / etc.)

One solution is to ....

I will send you ... immediately

I will talk to her about it.

I ensure you this will not happen again

I suggest we ...

I recommend that....

Complaints - Rollenspel

Jullie krijgen zo meteen kaartjes waar verschillende rollen op staan. Check of de symbooltje op het kaartje hetzelfde is. Je hebt kaartje A (werknemer) en kaartje B (gast).

Lees je kaartje goed door en speel de situatie met elkaar uit; neem de rol aan die op je kaartje staat. De andere persoon mag niet jouw kaartje lezen!

+ - 2 min per gesprek, pak dan een ander kaartje en wissel dan de rollen om. Zorg ervoor dat je formal language gebruikt!

I can see the difference between formal and informal language.

😒🙁😐🙂😃

I can deal with complaints in a formal way in English.

😒🙁😐🙂😃

Wat uit deze les ga je zelf gebruiken op je stage/toekomstig werk?