Dealing with complaints

iDevice ikoon How to get on

Here you are going to learn how to deal with the complaints of the clients.

  • At first read the introduction and find out how you can help the problematic clients.
  • Then go through the steps how to solve a problem.
  • Watch the slide show about the rules for dealing with complaints and discuss the real situations with your classmates.
  • After that enjoy a video of a famous British movie Fawlty Towers and find out why the British think that the hotels are better without clients. Have fun!
  • You can check the meaning of the words on the dictionary page. You can hear the pronunciation of the words by clicking on the word.
  • Finally do the practice exercises.

Remember that a visitor may not know how things work at your country. As a local person you can help with problems – or you may know someone else who can help.

Some complaints may be unreasonable or unjustified. But it’s usually best to apologize and offer to take action. In a service industry „The customer is always right“(even if he or she is wrong). An apology costs nothing and can help a client to feel better. Sometimes they just need someone to listen to their problem and are happy for just having someone listening to them. 

THE COMPLAINTS WILL HELP YOU TO IMPROVE YOUR SERVICES IN THE FUTURE!

iDevide ikoon What do you think?

Look at the four steps of dealing with a complaint. Put them into the most logical order.

  • Apologize for the situation
  • Find out exactly what is wrong
  • Promise action as soon as possible
  • Show that you understand the problem
Think about it and check your answer. CLICK ON THE BUTTON!
iDevice ikoon Rules for dealing with complaints
You are going to watch a slide show with RULES FOR DEALING WITH COMPLAINTS. You will learn some useful phrases to use when dealing with complaints. At the end of the slide show there are some real situations which you can discuss with your class or with your friend and some real situations to solve.
 
CLICK ON: RULES FOR DEALING WITH COMPLAINTS to start the slide show.

iDevice ikoon Watch the video
You are going to watch a video of a famous British movie Fawlty Towers. It states that the motto of the British hotel industry is "we could run the place properly if there wasn't the guests. Of course it is said in the key of humor, but there is something to learn from it anyway.
 
Watch the video and make a list of the problems that the guests were complaining about. Then try to find solutions for these problems.

CLICK ON: FAWLTY TOWERS HOTEL to begin.


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