1MBO 07/12/2021

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Slide 1: Slide
EngelsMBOStudiejaar 1

This lesson contains 13 slides, with interactive quizzes, text slides and 1 video.

Items in this lesson

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Slide 1 - Slide

Today
At the end of this lesson you...
- will know 3 key points in handling complaints
- will have had a first look at the vocabulary needed when handling complaints 
- are able to complete the homework in regards to check-in and -out, complaints and other similar situations.

Slide 2 - Slide

What does "to complain" mean?
A
overdrijven
B
blij zijn
C
zeuren
D
een klacht hebben

Slide 3 - Quiz

What do you think "A complaint" means then?
A
een zeur
B
een klacht
C
een probleem

Slide 4 - Quiz

6

Slide 5 - Video

00:43
what is the customer upset about?
A
you
B
the situation
C
the company
D
everything

Slide 6 - Quiz

01:04
What should you do when your customer is angry?

Slide 7 - Open question

01:30
What is the first thing he does when she has finished ranting?

Slide 8 - Open question

01:41
Why is empathy important?
A
shows you acknowledge the problem
B
You sound like you don't care
C
you feel with the customer
D
you want to throw your phone to the wall

Slide 9 - Quiz

02:11
What are 2 important things the guy says at the end before hanging up?
A
he thanks her for working with him, then apologizes again
B
He thanks her for working with him and says goodbye
C
He is annoyed and tells her goodbye
D
he apologizes before angrily putting the phone down

Slide 10 - Quiz

02:43
What is important about working in customer service?
A
working together with your customer
B
doing your own thing
C
ignoring their complaints
D
letting your customer choose what they want to do

Slide 11 - Quiz

What are 3 keys to handling a complaint well?

Slide 12 - Open question

by the end of this lesson I need to see in Taalblokken...

A2 - Lessons - Chapter 2 - Reading finished

homework for next week: 
A2 - Lessons - Chapter 2 - Reading finished
A2 - Lessons - Chapter 2 - listening finished

Slide 13 - Slide