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Handling complaints_ Lesson 5_Answering a complaint
Goals today
- Review/learn the structure of a business email/letter
- Learn polite ways to start and finish an email/letter
- Write an answer to a complaint
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Engels
MBO
Studiejaar 1
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11 slides
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Items in this lesson
Goals today
- Review/learn the structure of a business email/letter
- Learn polite ways to start and finish an email/letter
- Write an answer to a complaint
Slide 1 - Slide
What comes to your mind when you think of a business email?
Slide 2 - Mind map
Slide 3 - Slide
How to start a business email:
A
Dear Joanna,
B
Good morning,
C
Dear Ms. Smith,
D
Hello Joanna,
Slide 4 - Quiz
Slide 5 - Slide
Which can we NOT use in a business email/letter?
A
I'm sorry for...
B
I would like to..
C
We look forward...
D
Could you.. ?
Slide 6 - Quiz
Language in a business email
- no contractions (I'm sorry, I don't like, I've bought)
CORRECT: I am sorry / I do not like / I have bought.
ATTENTION: control your spelling and grammar
Slide 7 - Slide
Best wishes,
A
personal email
B
business email
C
both (alle twee)
D
no one
Slide 8 - Quiz
I look forward to __________ from you.
A
to hear
B
hearing
C
hear
D
heared
Slide 9 - Quiz
What should you write when you answer to a complaint?
Slide 10 - Mind map
Letter of complaint
1. Greeting
2. Body
mention the complaint, apologize, show empathy, offer a solution, offer a compensation if needed, say you wish the person to be happy and come back
3. signature (full name + company name
Slide 11 - Slide
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