TALLER 8: DEALING WITH PROBLEMS AND COMPLAINTS

GUIA PARA
EL TALLER LA SIMULACIÓN EL JUEGO DE ROLES ESTUDIO DE CASO

1. DATOS GENERALES
Programa de Formación:
Competencia:
Actividad de Aprendizaje: Realizar intercambios sociales y prácticos muy breves, con un
vocabulario suficiente para hacer una exposición o mantener una
conversación sencilla sobre temas técnicos.
Nombre del Aprendiz(a) en formación: ____Laura Camila
Sabatá________________________________________
No. de ficha: ___244847________________________________________________________
Centro de formación: Centro de servicios empresariales y turísticos
Regional: __Santander_____________________________
Nombre del Formador (a): ______________________________________________________
Evidencia de Desempeño y/o producto: Haga un video donde recree una presentación oral en
grupos de a 3 enfocándose en un problema y la mejor solución a este dentro de su contexto laboral
simulado, haciendo uso del vocabulario aprendido en este taller y de esta manera, enriquecer su
presentación siguiendo las indicaciones de su instructor(a).

Criterios de Evaluación:
- Interpreta un texto sencillo sobre un correo del manager de una empresa a sus empleados identificando
los problemas y escribe las posibles soluciones al respecto.
- Observa un video sobre atención al cliente en inglés y responde puntualmente a lo que se pregunta
sobre este.
- Oye atentamente tres conversaciones en inglés en donde los clientes se están quejando, identifica la
razón de dicha queja y completa las conversaciones con vocabulario técnico.

Duración de la evaluación: Dos horas

2. INSTRUCCIONES PARA EL DILIGENCIAMIENTO

Estimado Aprendiz(a): Este taller ha sido realizado para recoger, verificar y valorar sus conocimientos
sobre ATENCIÓN AL CLIENTE. Para cualquier duda o inquietud por favor no dude en consultar con su
tutor(a). Estos ejercicios están diseñados para ser desarrollados de manera individual.

Tenga presente algunas recomendaciones:

 Diligencie con letra clara los ejercicios propuestos. Cada ejercicio viene con su debida instrucción. Su
instructor (a) hará una explicación de cada uno antes de comenzar.
 Los ejercicios a realizar de investigación o pregunta a un compañero por favor anótelos al respaldo de
su hoja, o en lo posible en su cuaderno de apuntes.
 Llene los datos de identificación.
 Trate en lo posible de no usar diccionario ni realizar preguntas a su instructor o compañero de clase,
hágalo usted mismo hasta donde pueda.
 Una vez termine por favor siga las instrucciones dadas por su instructor para su socialización.
 Guarde esta prueba en su portafolio de evidencias

3. CONTENIDO y/o SITUACION DESCRIPTIVA:

1. Watch the following video attentively and think of the situation.
VIDEO #1: https://www.youtube.com/watch?v=6_cDmwlbVkg

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
2. Watch it again and answer the following questions: (in case you need to pause the video don’t be
afraid to ask your English teacher to)

A. Where does the situation happen?

The event took place in the lobby.

B. What is the girl’s profession?

Her profession was a receptionist.

C. What is the appropriate name for the two old people she is talking to?

The appropriate name for them is Mrs. And Mr.

D. Why is the old lady interrupting?

Because she wanted to get change.

E. Does the young woman answer POLITELY or RUDE? What does she say?

She answered both rude and politety-. Please, give me a moment I am helping mr. thurstom now.

F. What is Mrs. Richards second request?

She wanted a comfortable room she booked, a quiet one with a bath.

G. Who was the young woman attending before Mrs. Richards?

a. ___X__ Mr. Thurstom b. _____ Manuel

H. Where is Manuel from? What’s his profession?

Manuel is from Spain. He is a bellboy/bellhop.

I. Is there a communication problem bewteen Mrs. Richards and Manuel? What is it?}

Yes, there is. Language is their communicative problem.

3. Now, take a look at the next video about HOW TO DEAL WITH UNSATISFIED COSTUMERS
(VIDEO #2) https://www.youtube.com/watch?v=T20hV4ynU7o while you watch take notes of the six basic
steps you need to take into account and write a note or sentences indiates that action. (Look at the example
#1)

1. ___Stay calm :___ I’ll sincerely like to help you. Can you tell me what the problem is?___
2. Actively listen: just listen
3. Repeat the concerns: I just want to make sure I understand that you bought a drill and took it home

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
and found out it didn't work, so you went back and got a replacement and it didn't work either.
4. Actively Sympathize: know what I can understand your frustration if I purchased a drill and taking it
home and twice it didn't work I'd be really frustrated as well especially when it was my valuable time
that was at stake
5. Apologyze: sir I am sorry you are unhappy with your purchase and I would like to work together to
change things just like you I would be very disappointed if this had happened to me is there anything I
can do to fix this we can come up with a solution.
6. Find a solution: Okay, what if I go and get a drill from the back and open the package so you can test
it before you leave the store and make sure it works - *brings another drill from the back allowing the
buyer to test it before leaving*.

4. Look at this list of things that customers complain about. Circle the three things annoy you
the most as a customer? Compare your answers with your classmates in class and explain to your
teacher at least one reason why you picked them up.

5. Read the email from a customer service manager to her staff and underline the problems each
person had.

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
4. Here are some of the ideas presented at the next staff meeting. Work with a partner to
decide whether they belong to the DO or DON’T list.

Do Don’t
Let the customers show their anger.

Listen carefully to the details of the problem. Say the problem was the customer's fault.

Tell the customers there's nothing you can

Take the customer's anger as a personal do.

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
 criticism.
Push the customer to accept your point of vie
offer a more expensive product or service to
replace the first order.
summarize and make sure the cotumer agrees
to the plan of action.

5. Three costumers are making complaints. Listen and match the dialogues to the pictures. Then
complete the table.

Complaint Response
Dialog Bak service is awful, Let me apologize for the
ue 1 long line for baking poor service and
tansactions took over unhelpful member of the
an hour. Busy stuff stuff, you went into a
with more important terrible time, come into
work to provide help. my office in order to
help you.

Dialog The fligth has been There are some many

ue 2 cancelled and the people in the same way.
person needs to get to Let see what we can do.
TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
 Manchester.
Excuse me, I just
noticed the flight to
Manchester has been
cancelled. Is there
anything you can do?
I’ve got to be by 10
there tomorrow. I
always use your
Dialog The recibe has an
ue 3 overcharge of 10
euros

6. Listen again and complete these sentences from the dialogues.

here Make a complain

Seems Problem

Let me apologize

I’m afraid

But don’t worry Solve something out

Let’s see What we can do

appears mistake
refund

problem Be glad

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
7. Write a customer-friendly statement for each situation. Use phrases from the Language Box
above.

I’m afraid That the order got mixed-up

It appears that some parts were not included in the shipment.

It seems that the email got though

I’m afraid that the order is delayed

There appears to be a mistake.

8. What is wrong with these answers to a customer’s complaint? How do you think the customer
would react in each case? EXPLAIN TO YOUR TEACHER IN CLASS.

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
 1. The client would get angry, because he would feel that his problem is treated as unimportant.

2. The client would be distrustful, as he/she is obviously not receiving help from someone experienced.

3. The customer would be confused at first, but not angry as such.

4. The customer would fall into a state of total anger and respond "what do you mean you don't know? You
work here."

5. At this point, the customer's life is in danger for not warning the customer beforehand.

8.1 Look at these more effective answers. Match them with 1-5 above.

each answer in this part is better than the answers given in

the previous part.

9. TIME TO HAVE FUN

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
 Let’s check the video of the following song and make comments with your teacher what vocabulary
could you use when talking to a customer. (VIDEO #3: OFFICIAL VIDEO, LYRICS & KARAOKE)
https://www.youtube.com/watch?v=4JNtAtGGNRU

9.1 Watch the video again and organice the lyrics of the song in the correct order from the
circle on the right. Then SING THE KARAOKE!

COUNT ON ME (Bruno Mars)

3 If you ever find yourself lost in the dark and you can't see,
2 1I'll sail the world to find you
4 I'll be the light to guide you
2
1 If you ever find yourself stuck in the middle of the sea,

7 You can count on me like one two three

6 When we are called to help our friends in need
8 I'll be there
5 Find out what we're made of
9 And I know when I need it I can count on you like four three two
11 Whoa, whoa
Oh, oh
Yeah, yeah

19 You'll be there
10 'Cause that's what friends are supposed to do, oh yeah

14 And if you ever forget how much you really mean to me

13 I'll sing a song - Beside you

15 Everyday I will - Remind you
12 If you tossin' and you're turnin' and you just can't fall asleep
16 Ooh - Find out what we're made of
17 When we are called to help our friends in need

18 You can count on me like one two three…(CHORUS)

20 I'll never let go - Never say goodbye

22 You know you can
19 You'll always have my shoulder when you cry
21 Count on me like one two three…(CHORUS)

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
1 2 3
4 5 6
7 8
 1 2
3

1
2

10. Complete the dialogue about a problem-solving situation in a hotel with phrases from the
list. Then listen and check your answers.

Excuse me

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
 Seems to be

I’d like to say I can see how

Understand

Would you mind

Straigth away

Make sure
Inconvenienced I’d be glad

11. How did the hotel receptionist deal with the problem? Calmly and respectfully

First complete the statements with the correct form of the verbs from the list. Then write
down the phrases used.

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
 Repeat

Apologized

Ask for

Take

Offer

12. Watch the following video (HANDLING CUSTOMER

COMPLAINT) and answer the three questions (VIDEO #4)
https://www.youtube.com/watch?v=hiIb4v_dnck

1. What is customer complaint?

It is a right that the client has when he/she is not attended in
the correct way.
2. What are the five types of costumer complaints? Explain each.
1. Product Specific: No functioning, Pricing

2. Waiting times: Long queue at the shop

3. Misundersranding: Communication, Product information

4. Delivery error: Wrong product, Wrong quantity, Lead time

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
 5. Personnel: Rude salesperson, Lack of knowledge

3. What is the importance of customer complaint?

From an objective point of view, the opinion of a customer helps to improve a company or business,
because they make them see their mistakes and rectify what they have done wrong.
13. Look at the problem-solving flow chart below and match the headings to the steps.

3
8

4
2

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
 5

14. Read this trypical letter of appology and complete it with the phrases below.

we very much regret

We are very concerned to hear

WE assure you that we are doing everything we can

The problem has now been resolved

Once again, we apologize

14.1 Find phrases in the letter above which Tark Beckham used to…

a state the problem d explain the reason for the problem

b apologize to the customer e offer a solution
c show empathy with the customer

15. Work with a partner. You both work for Dalton communications and have received the following
three complaints. First discuss how to deal with them: by telephone, in person or in writing. Then
choose one complaint and decide how to respond.

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
 1. I fully understand your inconvenience and I am willing to take any responsibility for my actions, your
time as well as mine is valuable and irretrievable, but if you wish we can work this out avoiding all the
paperwork and waiting time it would take to talk to my manager.

2. First of all I appreciate you sending us this email with your concern, but don't worry, I can review your
problem and help you with a solution, I just need you to provide your data.

3. I fully understand your concern and considering that I recognize your loyalty as a customer to our
company, I will make sure to give you all the help I can for your problem.

15. 1 Look at what these people say about costumer complaints and apologies. Do any of the
comments sound familiar?

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
some sound familiar, others less so

16. HANDS ON !
Now it’s time for you to ROLE PLAY a customer service situation
similar to the one shown in the following video and RECORD it in
groups of three. (VIDEO #5) https://www.youtube.com/watch?
v=ypi-m0CzL2M please focus on one problem, the best solution and
vocabulary learnt in this unit.

17. TEST YOURSELF !

TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
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TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.