Complaints in a shop

• Engels
• MBO
• Studiejaar 2

COMPLAINTS

Dealing with angry customers

You are going to watch a clip about handling a difficult customer.

Take your book on p 6-7 and mark the items you can see in this video.

What were the different steps the salesperson took to handle the complaint?

• stopped doing what he was doing
• listened
• spoke in a low voice
• showed empathy
• excused
  
• found a solution
• thanked the customer
  

In pairs

Student A: Makes a complaint

Student B: Handles the complaint

Give each other feedback

Write down 2 tips & 2 tops for your classmates

Tops = things that went well
Tips = things that you could improve

Now switch roles

Student A: Makes a complaint

Student B: Handles the complaint

Role A

You buy a pair of expensive jeans in a large department  store, you get a discount of 50% as there is a sale on.  The next day you notice a stain on one of the legs.  Your little sister may have spilt some make up on them but she denies it. You take them back to the shop to exchange them or get your money back.

Role B

You are the shop assistant.  You sold the jeans to student 1 and you checked them carefully before you wrapped them and they were perfect. You now have to deal with the complaint that there is a stain on them.

Give each other feedback

Write down 2 tips & 2 tops for your classmates

Tops = things that went well
Tips = things that you could improve