EVO Week 3 - Riders - complaints

• Engels
• MBO
• Studiejaar 3

INTERNATIONAL COMMUNICATION

aka ENGLISH

Today's plan

1. What do you remember?
2. Mix and mingle
3. Watch video about Dealing with complaints
4. Discuss your own complaints about your rider. 

Last week's rider quiz

What absurd requests do you remember?

Mix and mingle

When was the last time you complained about something?

What are the different steps when dealing with a complaint?

The six steps

1. stay calm
2. actively listen
3. repeat the concerns
4. actively sympathise
5. apologize
6. find a solution

What words/sentences do you need when dealing with a complaint?

Work in pairs

Browse the internet and find information on 

how to deal with a complaint. 

Write down 5 tips you can use to deal with complaints.

Write down 10 sentences you can use in a conversation.

Opdracht Can Do 

Dealing with complaints