Handling complaints_ Lesson 5_Answering a complaint

• Engels
• MBO
• Studiejaar 1

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

What comes to your mind when you think of a business email?

How to start a business email:

1. Dear Joanna,
2. Good morning,
3. Dear Ms. Smith,
4. Hello Joanna,

Which can we NOT use in a business email/letter?

1. I'm sorry for...
2. I would like to..
3. We look forward...
4. Could you.. ?

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

Best wishes,

1. personal email
2. business email
3. both (alle twee)
4. no one

I look forward to __________ from you.

1. to hear
2. hearing
3. hear
4. heared

What should you write when you answer to a complaint?

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