letter of complaint 1BA1 28.02

Welcome to the lesson!
PLAN FOR TODAY:
1. Your holidays - update
 2letter of complaint/response to a complaint
1 / 15
volgende
Slide 1: Tekstslide
EngelsMBOStudiejaar 1

In deze les zitten 15 slides, met interactieve quizzen en tekstslides.

time-iconLesduur is: 45 min

Onderdelen in deze les

Welcome to the lesson!
PLAN FOR TODAY:
1. Your holidays - update
 2letter of complaint/response to a complaint

Slide 1 - Tekstslide

How is everyone
doing today?

Slide 2 - Woordweb

Enjoyed your
holidays?

Slide 3 - Woordweb

Slide 4 - Tekstslide

We've been talking a lot about
- customer service
- complaints
- customer satisfaction

Slide 5 - Tekstslide

TODAY
I'd like you to write a short letter of complaint

Let's first have a look at an example

Slide 6 - Tekstslide

Complaint letter/e-mail  - example
Dear Sir/Madam,

I am writing to you this e-mail because I have a complaint to make.
Last week I ordered a computer via your site. We agreed that you would deliver the computer on the 2nd of April, that is today. I have been waiting the whole day. However I have not received the computer yet. You should have let me known about the delay. You could have phoned me for example or sent me an e-mail.
Could you please let me know what went wrong? I would like to know when you plan to deliver my computer.
I am looking forward to your speedy response.

Yours faithfully,
Susan Smith

Slide 7 - Tekstslide

characteristics of a
letter of complaint
(formal or informal, emotional, rude?)

Slide 8 - Woordweb

In Besatnden
Klachtenbrief - uitleg

Slide 9 - Tekstslide

LETTER OF COMPLAINT/EMAIL
- Your task is to write a short letter of complaint about your stay in a 4-star hotel in London

Please log in to LessonUp to be able to click on the link
timer
10:00

Slide 10 - Tekstslide

Slide 11 - Link

RESPONSE TO A COMPLAINT LETTER
- Read the theory about writing letters of complaint and a response to a complaint
"Klachtenbrief" in Bestanden
timer
2:00

Slide 12 - Tekstslide

what are the
components/characteristics
of a response
to a complaint?

Slide 13 - Woordweb

RESPONSE TO A COMPLAINT
- formal letter layout (address 1, address 2, date, Subject, letter..)
- mention the date of the complaint letter
- apology for the problem/inconvenience 
- analysis of each item mentioned in the complaint (justified or not justified)
- suggested resolution of the problem
- conclusion

Slide 14 - Tekstslide

OPDRACHT 102 blz. 270
(Upload it in Opdrachten please)
Please remember to put your own address/the address of the customer in the right place
timer
15:00

Slide 15 - Tekstslide