Logro de la Sesin 15-16

Al termino de la sesin, el alumno ser capaz de negociar a

travs de tips, para lograr un buen entendimiento y solucionar
los problemas.
Fac. Yessica E. Garca S.
Deal with customer complaints
angry customers. difficult customers.
Fac. Yessica E. Garca S.
Customer complaints
CUSTOMER
COMPLAINTS
TELEPHONE
COMPLAINT
WRITTEN
COMPLAINT BY
EMAIL
VERBAL
COMPLAINT TO
VISITOR ASSISTANT
WRITTEN
COMPLAINT
COMMENT BOOK
Fac. Yessica E. Garca S.
Customer complaints what to do
NEGOTIATIONS
Fac. Yessica E. Garca S.
NEGOTIATIONS TIPS
How to deal with difficult customers or clients
1 st TIP: Be formal Can I take your name?
2 nd TIP: Be polite, calm and clear. Would you like to come and explain from
the beginning what happened?
3 rd TIP : Apologise : Im sorry for the inconvenience.
4 th TIP : Acting: I can look into that for you.
5 th TIP : Promise I promise to call you as soon as possible
Fac. Yessica E. Garca S.
CUSTOMERS COMPLAINING BY TELEPHONE
LISTEN TO THE CUSTOMER AND THE RECEPTIONIST GIVING
SOLUTION
Ring ring, ring ring
Receptionist: Hello?
Customer : Good morning. Im calling from Ripleys fashions and Im afraid
I have a complaint.
Receptionist: I see, what is the problem?
Customer: I ordered 200 blue t-shirts, but the ones you sent are black.
Receptionist: Im so sorry. Let me check your order.
Customer : Look, I need the blue t-shirts as soon as possible.
Receptionist: Yes, I will get the correct order sent to you today.
Customer: What time?
Receptionist: Is it OK at 5.30pm?
Customer: Its right.
Customer: Thanks for your help.
Receptionist: Thank you for calling.
Fac. Yessica E. Garca S.
Glossary
Deal with: arreglar, manejar.
Customers: clientes.
Complaint: queja, reclamo.
Apologise: disculparse.
Angry: molesto, enojado.
Sent: (v, past) envi
Need: necesitar
Ordered: (v, past) orden
Im calling from: estoy llamando desde
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ROLE PLAY
S A: YOU ARE A COMPANY SERVICE REPRESENTATIVE.
S B: CUSTOMER
Case 1: You ordered 100 blue t-shirts but the ones
they sent are white.
Fac. Yessica E. Garca S.
Practice the dialogues in pairs
1. Verbal complaint : crear un dialogo corto. (tener en cuenta los tips)
2. Telephone complaint: crear un dialogo corto. (ver modelo)
Fac. Yessica E. Garca S.