Dealing with complaints - speaking

• Engels
• MBO
• Studiejaar 1

Dealing with complaints - speaking

Today

• Warming up
• Video
• Introduction
•  Practice
• Assignment 

After today's lesson, you can...

• speak about your personal experiences with complaints​.
• discuss how you deal with complaints in English.
• hand in your homework assignment.

Warming up - no yes, no no

If you reply with ‘yes’ or ‘no’, you get a point.​

Some examples:​

‘’Do you like school?’’​

‘’Have you had any coffee today?’’​

‘’Do you have any siblings?’’​

The person with the least points, wins!

Introduction

Quiz!

I can use this phrase to reassure a customer when they come to you with a complaint:

“You’re right, and we need to do something about this immediately.”

1. True
2. False

I can use this phrase to show the customer that I am here to help:

"Honestly, I don't understand what you're saying."

1. True
2. False

I can use this phrase to show the customer that I am willing to help:

"If I understand you correctly, ..."

1. True
2. False

I can use this phrase to show the customer that I am able to solve the problem:

“As much as I’d love to help, that’s beyond what we’re able to do right now.”

1. True
2. False

I can use this phrase to show the customer that I am ready to end the conversation:

“This is the best solution we have at this time. Is there anything else I can help you with today?”

1. True
2. False

Video

You are going to watch a video about ''dealing with complaints''

Write down useful tips and/or sentences you hear in the video.

Practice

• Go to mbowebshop and sign in to Taalblokken
• Go to ''versterk jezelf'' and choose a category to practice. 

20 minutes

Inleveropdracht

• Inleveropdracht:​
  

Have a conversation (+/- 2 minutes) about the questions on the worksheet. Write a short report including feedback for your partner using the worksheet you can find on Teams.