MBO Leisure and Hospitality

• Engels
• MBO
• Studiejaar 3

Complaints and how to handle them 

What did the manager do wrong?

What did the manager do right?

What are the complaints of the woman?

What does it turn out that the woman wants?

How would you have handled the complaints of the woman?

Eventually, the manager shifts the focus/problem to someone else who?

Would you do this as well?

Exercise: Dealing with Complaints 

Read the text and

match the parts of the text with the correct part of the conversation. 

Exercise: Customer Service

Fill in the gaps and practice within your groups of 4.

Speaking Exercise: I got a complaint.

In pairs film a short scene out of the possible scenarios.

Between the 5 to 8 minutes.

(Hand in (date and time).)