HOW TO DEAL WITH COMPLAINTS

1. Watch the video. What’s the problem? What is the solution offered?

https://www.youtube.com/watch?v=T20hV4ynU7o

2. Why do clients complain to companies? List 5 reasons why.

E.g.: delay in delivery

 High price, bad condition of the product, the product doesn’t meet
expectations, not good quality, problem with delivery, product out of stock,
customer service is not of good quality, receive other objects than you
ordered, you paid, and you didn’t receive the product, overcharged, charged
twice, unsatisfaction experience with the product

3. Offering solutions to clients. What’s the solution offered in each case?

1. We’ll offer you a 20% off if you buy it today.

2. We can’t repair it, but we will send you another one
3. if you return it to the shop we’ll give you your money back.
4. It’s valid for 12 months, and you can use it in any of our stores
5. Sorry, you can’t have your money back for the holiday, but we will send you a
cheque for 100 euros.

4. What do you think is better for a company to offer a refund or a

compensation?

5. Listen and complete the grid. Business result pre track 24-25

Situation 1 Situation 2
What did the customer
order?

What was the problem?

What was the solution

offered by the company?

6. Go to the link and play the game: https://wordwall.net/es/resource/56529651

7.Listening practice:
https://www.esl-lounge.com/student/listening/3L6-answering-machine.php