Engels baliegesprekken

• Engels
• MBO
• Studiejaar 3

Welcome!

Speaking lesson: dealing with complaints

At the end of the lesson you..

- will know how to act during a complaint conversation

- have practiced your conversational skills

- can find a suitable solution to a problem

What is expected of you when handling a complaint?

Quizlet

https://quizlet.com/nl/588991721/flash-cards/?new  

Up to you!

W: You are going to have a conversation as someone working behind the front desk and a client having a complaint. Help the client with their complaint and give a suitable solution.

H: Find a partner. One is A and the other is B. You will both get a handout with the steps you have to follow as a desk worker. Think of the problem yourself and deal with the complaint. And then switch.

H: If you have questions you will first ask your duo and if it is still unclear you can ask the teacher

T: 5 minutes per round

U: You know how to act and handle while having a conversation with a client regarding a complaint.

K: Try to add extra information to your characters.

Timer

https://www.online-stopwatch.com/ 

Write down one thing you remember on how to act during a complaint conversation

I feel more confident handling a customer complaint

YES

NO, because...

See you next week!