writing complaints

Writing reactions to complaints
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Slide 1: Slide
EngelsMBOStudiejaar 1-3

This lesson contains 14 slides, with interactive quizzes, text slides and 1 video.

time-iconLesson duration is: 90 min

Items in this lesson

Writing reactions to complaints

Slide 1 - Slide

Today's planning

  • Tips on communication
  • Writing a reaction to a letter of complaint 

Slide 2 - Slide

Lesson goals

  • At the end of this lesson, the students know how to deescalate a complaint by using

Slide 3 - Slide

What words do you use when you are replying to a complaint?

Slide 4 - Mind map

What should you never do when you are replying to a complaint?

Slide 5 - Mind map

What not to do
- Use jargon in your reply
- Use condescending language
- Promise something you might not be able to uphold
- Leave it

Slide 6 - Slide

Slide 7 - Video

Responsible companies will protect their customers' ......
A
Honesty
B
Impact
C
Privacy
D
Damage

Slide 8 - Quiz

Make sure to ... each of our options clearly in list form.
A
Evaluate
B
Outcome
C
Factor
D
Opportunity

Slide 9 - Quiz

Our business is committed to providing great ...
A
Loyalty
B
Positive
C
Customer service
D
Negative

Slide 10 - Quiz

What do you look out for when writing a formal message?

Slide 11 - Mind map

What are we going to do?
Write a reply to the complaint messages sent to the servicedesk.
A written reply with the use of formal but understandable words. This should be approximately 150 words long.

Submit the letter on Teams.

Slide 12 - Slide

What went well and what did you find difficult?

Slide 13 - Mind map

Did you achieve this lessons goal by now knowing how to deescalate a complaint (in English)?
Yes
No

Slide 14 - Poll