P9 Week 7 - Gillette en Balenciaga

• Engels
• MBO
• Studiejaar 2

INTERNATIONAL COMMUNICATION

aka ENGLISH

P9 Week 5

What will we do during English classes?

Creative thinking bootcamp

Marketing related English

Lesson 1

Lesson 2

Today's plan

1. Who's here?

2. Warm up - Would you complain?

3. Respond to a complaint

4. Check before you hand it in.

2. Would you complain?

Would you complain and if so, privately or publicly?

1. The late delivery 

You paid €15 for next-day delivery, but your package arrives five days late.

2. The misleading influencer

An influencer promotes a product without mentioning it is a paid advertisement.

3. The disappointing meal

You pay €25 for a burger that looks nothing like the picture.

4. Think of your own situation where you complained?

Discuss:

- Would you complain? Why or why not?

- Would you post a negative review online?

- What would you expect the company to do?

- Have you ever complained about a product or service?

The 5-step response

1. Acknowledge the problem

   Thank you for bringing this to our attention.

2. Show empathy

   We understand how frustrating this must be.

3. Apologise and take responsibility

   We're sorry that your experience didn't meet your expectations.

4. Offer a solution

   We'd like to offer you a replacement or a full refund.

5. Explain the next step

   

   Please send us a direct message with your order number so we can investigate.

1. Do you complain easily, or do you usually let things go?
2. When was the last time you complained about something?
3. Have you ever returned a product because you were unhappy with it?
4. What is the worst customer service you have ever experienced?
5. Have you ever received compensation after making a complaint?
6. Would you rather complain face-to-face, by email or by phone? Why?
7. Have you ever written a negative online review?
8. What makes you really angry as a customer?
9. You order food and receive the wrong meal. Would you complain?
10. A waiter is rude to you, but the food is excellent. Would you leave a negative review?
11. Your flight is delayed by six hours. What would you expect from the airline?
12. A company refuses to refund your money. What would you do next?
13. You see an advertisement that you find offensive. Would you complain about it?
14. Do you trust online reviews? Why or why not?
15. Is it fair to publicly criticise a company on social media?
16. Can one negative TikTok video seriously damage a brand?
17. Should companies delete rude or offensive comments from their social media accounts?
18. What is the best way for a company to respond to an angry customer?
19. Should companies always apologise, even when they haven't done anything wrong?
20. How can a company turn a negative customer experience into a positive one?

Talk about complaints

3. Responding to a complaint

Your role:

You work in the Customer Relations Department of an international company. An unhappy customer has sent a formal complaint. Your job is to write a professional reply that protects your company's reputation and helps solve the problem.

Write on paper

The 5-step response

1. Acknowledge the problem

   Thank you for bringing this to our attention.

2. Show empathy

   We understand how frustrating this must be.

3. Apologise and take responsibility

   We're sorry that your experience didn't meet your expectations.

4. Offer a solution

   We'd like to offer you a replacement or a full refund.

5. Explain the next step

   

   Please send us a direct message with your order number so we can investigate.

1. Acknowledge the problem

   Thank you for bringing this to our attention.

2. Show empathy

   We understand how frustrating this must be.

3. Apologise and take responsibility

   We're sorry that your experience didn't meet your expectations.

4. Offer a solution

   We'd like to offer you a replacement or a full refund.

5. Explain the next step

   Please send us a direct message with your order number so        we can investigate.

The 5-step response

2. Would you complain?

Part 1 – Read the complaint

INCOMING EMAIL

From: Emily Carter

To: Customer Service – UrbanVibe

Subject: Complaint About Misleading Advertising and Poor Customer Service

Dear Customer Service Team,

I am writing to express my disappointment with a recent purchase from your company.

Two weeks ago, I ordered a pair of trainers from your website after seeing your Instagram advertisement. The advertisement promised "premium quality, guaranteed next-day delivery and hassle-free returns."

Unfortunately, my experience has been completely different. My trainers arrived six days late, and when I finally opened the package, I discovered that one of the shoes was damaged.

I immediately contacted your customer service department, but I received an automatic reply saying that it could take up to ten working days to receive a response. When I tried to return the trainers through your website, I discovered that I would have to pay €12.50 for return shipping.

I find this unacceptable, especially considering the promises made in your advertising. I paid €129 for these trainers, and I expected much better service.

I have already shared my experience on Instagram, where several other customers have commented that they have experienced similar problems.

I would like a full refund, including the delivery costs, and an explanation of why your advertising does not match the actual service you provide.

I look forward to your response.

Yours faithfully,

Emily Carter

From: Emily Carter

To: Customer Service – UrbanVibe

Subject: Complaint About Misleading Advertising and Poor Customer Service

Dear Customer Service Team,

I am writing to express my disappointment with a recent purchase from your company.

Two weeks ago, I ordered a pair of trainers from your website after seeing your Instagram advertisement. The advertisement promised "premium quality, guaranteed next-day delivery and hassle-free returns."

Unfortunately, my experience has been completely different. My trainers arrived six days late, and when I finally opened the package, I discovered that one of the shoes was damaged.

I immediately contacted your customer service department, but I received an automatic reply saying that it could take up to ten working days to receive a response. When I tried to return the trainers through your website, I discovered that I would have to pay €12.50 for return shipping.

I find this unacceptable, especially considering the promises made in your advertising. I paid €129 for these trainers, and I expected much better service.

I have already shared my experience on Instagram, where several other customers have commented that they have experienced similar problems.

I would like a full refund, including the delivery costs, and an explanation of why your advertising does not match the actual service you provide.

I look forward to your response.

Yours faithfully,

Emily Carter

Text

The 5-step response

1. Acknowledge the problem

   Thank you for bringing this to our attention.

2. Show empathy

   We understand how frustrating this must be.

3. Apologise and take responsibility

   We're sorry that your experience didn't meet your expectations.

4. Offer a solution

   We'd like to offer you a replacement or a full refund.

5. Explain the next step

   

   Please send us a direct message with your order number so we can investigate.

Email checklist

1. I used a professional greeting and closing.
2. I addressed all the customer's main complaints.
3. I apologised and showed empathy.
4. I explained how the company will deal with the advertising issue.
5. I offered a realistic solution and clear next steps.
6. I used professional and polite English.
7. I checked my grammar, spelling and punctuation.
8. My email is between 150 and 200 words.

Check your response

INTERNATIONAL COMMUNICATION

aka ENGLISH

P9 Week 5

What will we do during English classes?

Creative thinking bootcamp

Marketing related English

Lesson 1

Lesson 2

Today's plan - Marketing English

1. Who's here?
2.