Customer Etiquette & Handling Complaints

• Engels
• MBO
• Studiejaar 1

• Vocabulary test
• Giving directions
• Spelling
• Customer etiquette
• Handling complaints
• Create moodboard
• Customer consultation

THIS PERIOD

*underlined items are for a grade!

Let's begin: customer etiquette

What do you know about ....

customer
etiquette?

A

• Have you ever held a sales conversation (in English)? 
• How well did you do? 
• Did the customer understand you? 
• Did you advise your customer on what they were buying? 
• Was it harder/ easier to build a relationship with the customer in English?
  

B

• Have you ever dealt with a complaint? 
• How did you do that? 
• Did you stay calm? 
• Did your customer get angry? Was s/he satisfied with how you dealt with the complaint? 
• Have you ever dealt with a complaint in English?

Discuss in pairs:

Have students select one option: A or B.
If the are doing this individually, have them write down the answers.

Write down words to summarize what you've discussed with your partner.

Customer Etiquette > Complaint Handling

Responding to complaints: 

Have students look at how the companies respond to the complaints initially.

                                     Dealing with a complaint:

• Treat the customer seriously, even if you think there is no reason to complain.
   
• Always assume that the customer may be right and show that you want to help. However, do not make rash promises. 
   
• If the complaint is unreasonable, point this out politely. 
   
• Whether you agree with the complaint or not, thank the customer for telling you about it.
   
• Make sure to apologize if the customer is indeed right.

Let's have a look at a complaint letter:

Dear Store Manager,
 

Last Thursday, I purchased a computer table/ office desk for my office from you and I had made clear demands for the item to your customer representative Elizabeth Buffet. My item has been delivered to the given address today and to my utmost disappointment, it is not the way I ordered it.
 

First, I requested an ivory colour for the base, but it is pure white. Also, the abstract design was to be of blue colour and what I have received is olive green. I had also explained quite clearly that I need 4 drawers attached to the table with locks.

Whereas the table has only one drawer with no lock option and, it stuck badly. I am shocked at your poor performance and I totally regret making a purchase from your store. It was my first experience with you and unfortunately, I will not be coming back to your store ever again.
 

Moreover, I badly needed the item to be delivered on Monday as I was promised but it reached me four days late after my several calls which are highly unprofessional.

I request you to fix the problems in two days or refund my money. 

Sincerely,
 

Joe Jefferson

 

--> answer questions

1. The Customer Service Rep (Elizabeth) wrote down the wrong address.

1. TRUE
2. FALSE

2. There is a problem with the colour of the table/ office desk.

1. TRUE
2. FALSE

Dear Store Manager,
 

Last Thursday, I purchased a computer table/ office desk for my office from you and I had made clear demands for the item to your customer representative Elizabeth Buffet. My item has been delivered to the given address today and to my utmost disappointment, it is not the way I ordered it.
 

First, I requested an ivory colour for the base, but it is pure white. Also, the abstract design was to be of blue colour and what I have received is olive green. I had also explained quite clearly that I need 4 drawers attached to the table with locks.

Whereas the table has only one drawer with no lock option and, it stuck badly. I am shocked at your poor performance and I totally regret making a purchase from your store. It was my first experience with you and unfortunately, I will not be coming back to your store ever again.
 

Moreover, I badly needed the item to be delivered on Monday as I was promised but it reached me four days late after my several calls which are highly unprofessional.

I request you to fix the problems in two days or refund my money. 

Sincerely,
 

Joe Jefferson

 

--> answer questions

3. Only the legs and the abstract design have the wrong colour.

1. TRUE
2. FALSE

4. All four drawers came without a locking option.

1. TRUE
2. FALSE

Dear Store Manager,
 

Last Thursday, I purchased a computer table/ office desk for my office from you and I had made clear demands for the item to your customer representative Elizabeth Buffet. My item has been delivered to the given address today and to my utmost disappointment, it is not the way I ordered it.
 

First, I requested an ivory colour for the base, but it is pure white. Also, the abstract design was to be of blue colour and what I have received is olive green. I had also explained quite clearly that I need 4 drawers attached to the table with locks.

Whereas the table has only one drawer with no lock option and, it stuck badly. I am shocked at your poor performance and I totally regret making a purchase from your store. It was my first experience with you and unfortunately, I will not be coming back to your store ever again.
 

Moreover, I badly needed the item to be delivered on Monday as I was promised but it reached me four days late after my several calls which are highly unprofessional.

I request you to fix the problems in two days or refund my money. 

Sincerely,
 

Joe Jefferson

 

--> answer questions

5. The table/ office desk is of poor quality.

1. TRUE
2. FALSE

6. The table/ office desk was delivered on Thursday.

1. TRUE
2. FALSE

7. What would be a good solution for Mr Jefferson’s problem?

8. When you buy a new product, the manufacturer promises certain services during the first months/years. What's this called?

1. guarantee
2. warranty
3. receipt
4. insurance

9. When do you talk about 'warranty' and when about 'guarantee'?

And finally, some:

....... customer came in to ........... store yesterday. She had ........... complaint about ............. service. She told .......... manager that .......... employee had forgotten to give her ........ 20% discount that was advertised in ........... newspaper.   ............ manager explained to her that there was no discount on .............. electric toothbrushes.  

Articles: (a/an/the/X)

a

a

an

the

the

the

the

the

the

X

Articles (a/an/the/X)

...A... customer came in to .....the.... store yesterday. She had ...a.. complaint about .....the....... service.  She told ....the..... manager that ...an.... employee had forgotten to give her ...the.... 20% discount that was advertised in ...the....... newspaper.  ...The... manager explained to her that there was no discount on ......X........ electric toothbrushes.  

Review grammar rules with the class.

Link to practise vocab in Quizlet:

Dear Sir/ Madam,

I write to offer my congratulations

On a truly impressive achievement:

Selling us salted popcorn sensations,

Yet this praise is not without bereavement.

I found no real solace to my upset

When I went to the shelf popcorn sits on

And just found the lump in my throat you get

When something you love is there, then it's gone.

I live in St Andrews, thus the issue:

"No plans to restock," you said with a sigh.

So answer this, or hand me a tissue:

Have I butterkissed my true love goodbye?

   Let this be a dream, Restock when I wake

   I live with salt in my wounded heartbreak.

Yours sincerely,

EXTRA ASSIGNMENT:

What exactly is the writer complaining about?