2 CM gesprekken voeren customer service

Gesprekken voeren
Customer Service
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Slide 1: Slide
EngelsMBOStudiejaar 1-3

This lesson contains 14 slides, with interactive quizzes, text slides and 2 videos.

time-iconLesson duration is: 90 min

Items in this lesson

Gesprekken voeren
Customer Service

Slide 1 - Slide

Today's planning


  • Video clip - customer service
  • Dealing with customer problems - speaking

Slide 2 - Slide

Lesson goals

At the end of this lesson, the students can hold a conversation with a customer and offer a solution to a problem

Slide 3 - Slide

What is important during a conversation with a customer?

Slide 4 - Mind map

Slide 5 - Video

2

Slide 6 - Video

01:09
What did the employee do wrong?

Slide 7 - Mind map

02:04
What did the employee do better?

Slide 8 - Mind map

What are sentences and/or words you could use from the second half of the clip?

Slide 9 - Mind map

Practice time
Good Practice 2.0 
opdracht 22 p 233-234
opdracht 26/27 p 235-236

Slide 10 - Slide

What are we going to do?
What:  You are going to hold a conversation with a customer. The customer wants to return an item. You will take turns. 
How: You will do this in pairs.
Time: 10 minutes
Done: Write down the solution you came up with for your customer and turn it in via teams.

Slide 11 - Slide

What did we do today, and what would you like to work on regarding speaking and listening?

Slide 12 - Mind map

At the end of this lesson, the students can hold a conversation with a customer and ask 4 questions that help find a solution. Did you achieve this goal? How do you know you have achieved this goal?

Slide 13 - Open question

Homework & Next week

Turn in your solution via teams.

More speaking.

Slide 14 - Slide