Taller 11

TALLER 11: DEALING WITH PROBLEMS AND COMPLAINTS
GUIA PARA
EL TALLER LA SIMULACIÓN EL JUEGO DE ROLES ESTUDIO DE CASO
1. DATOS GENERALES
Programa de Formación: ADSO
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: FREDY GONZALO RODRIGUEZ MORENO
No. de ficha: 2500695
Centro de formación: CSET
Regional: Santander
Nombre del Formador (a): angie lorena paipa carvajal
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:
TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Berlin.
1. Watch the following video attentively and think of the situation.
VIDEO #1: https://www.youtube.com/watch?v=6_cDmwlbVkg
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?
This situation happens in a hotel
B. What is the girl’s profession?
The girl's profession is receptionist
C. What is the appropriate name for the two old people she is talking to?
They are customers
D. Why is the old lady interrupting?
Because she wants change , she wants to check on her room while speaking in a rude wat
E. Does the young woman answer POLITELY or RUDE? What does she say?
Polly answers politely now i am give me a moment
attendin this gentleman, mr
thurstom .
F. What is Mrs. Richards second request?
She wants to check on her quiet room with sea view and 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?

He is from He is a belboy
barcelona, spain.
I. Is there a communication problem bewteen Mrs. Richards and Manuel? What is it?
, yes,there is. They do not u.nderstand each other
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 :
he bought a drill went home and it doesn't wrk, he came back to the store and he got another one , got
home and it didn't aither
3. repeat the concerns :
ok sir l just to make sure that understand you. you purchased a drill from us. you took it home. you
found out it didn't work so . you came back , got a replacement drill and that one did not work
4. actively sympathize :
you know what, i can understand your frustration if i purchased a drill and take it home twice ir didn't
work, i would be really frustrated as well, specially when it was my valuable time that was at stake
5. apologize :
sir i am sorry you are unhappy with purchase and i'd like to work together to turn things around, just
like you, l would be really disppointed if this had happened to me
6. find solution :
is there something that i can do that would make this right? can we come up with a solution?
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.
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
Listen carefully to the details of the problem Let the coustomers show their ange
Offer a more expensive product or service to Say the problem was the customer's fault
replace the first order
Tell the customer there's nothing you can do
Smmarize and make sure the customer
agrees to the plan of action
Push the customer to accept your point of view
5. Three costumers are making complaints. Listen and match the dialogues to the pictures.
Then complete the table.
R
Your bank service is just awful.I was here First of all, let me apologize for the poor
last week to take care of some banking service and unhelpful member staff. It seems
transactions, the line was very long, since that you went through a terrible time getting
there was only one teller, I asked one your business done. Why don't you come into
bank employee to take another and he my office where we can talk without any
said they were too busy with more interruptions
important work. So,it took me over one
hour to get my business done. I am
going to change the type bank.
Excuse me, I just noticed that the flight We’ve got a lot of people in the some position
to Manchester has been cancelled. Is I’m afraid but don’t worry I’m sure we can sort
there anything you can do? I've got to be something out. So , let’s see what we can do.
there by ten(10) tomorrow, It's really
important, I use your airline all the time,
is there anything you can do? Got a flight
to London or something
Excuse me, l bought this jumper at your Oh, I’m sorry, it appears that our shop
shop yesterday, when I got home l looked assistant made a mistake, I’ll be happy to
at the receipt and saw that you over refund your money,
charge me 10 euros. (…)
(...) That’s not a problem, I’d be glad to help you.
Actually, I,ve also decided that the
jumper is not really in the right colour, so
l’d like to exchange it for something in
gray or yellow.
6. Listen again and complete these sentences from the dialogues
sorry hear
seems probleam
Let me apologize
I’m afraid
I’m sure Sort somethingout
Let’s see what we can do
appears mistake
refund
A problem be glad
7. Write a customer-friendly statement for each situation. Use phrases from the Language
Boxabove
I’m afraid that there was a mix-up
It appears that the parts were not in the shipment
It seems that the email didn’t get though
I’m afraid that the orders 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.
1.i’m afraid that it is part of.. department ,let me put you in contact with them
2.that’s seems to be a new task for us, but our team will put on our best effort and
espertise to do so
3. i’m afraid that don’t have that product at this time
4. i’m sorry to tell you that I do not have the requested information.
5.before leaving please check your shopping afterwards complains will noy be
received.
8.1 Look at these more effective answers. Match them with 1-5 above.
1
4
3
2
9. TIME TO HAVE FUN
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 I'll sail the world to find you
4 I'll be the light to guide you
1 If you ever find yourself stuck in the middle of the sea,
3 You can count on me like one two three

2 When we are called to help our friends in need
4 I'll be there
1 Find out what we're made of
5 And I know when I need it I can count on you like four three two
8 Whoa, whoa
Oh, oh
Yeah, yeah
6 You'll be there
7 'Cause that's what friends are supposed to do, oh yeah
3 And if you ever forget how much you really mean to me
2 I'll sing a song - Beside you

4 Everyday I will - Remind you
1 If you tossin' and you're turnin' and you just can't fall asleep
5 Ooh - Find out what we're made of
6 When we are called to help our friends in need
You can count on me like one two three…(CHORUS)
2 I'll never let go - Never say goodbye

3 You know you can
1 You'll always have my shoulder when you cry
4 Count on me like one two three…(CHORUS)
TAKEN FROM: Richey, R. (2010) English for costumer care. Oxford Bussiness English. Oxford Univesiti Press. Be
10. Complete the dialogue about a problem-solving situation in a hotel with phrases from the
list. Then listen and check your answers
Esxcuse me
Seems to be
I’d like tos ay I can see show

understand
Would you mind
Straight away
Make sure
inconvenience I’d be glad
11. How did the hotel receptionist deal with the problem?
Very well, she was calm, she was effcien, she offered three free night and gave a voucher at the
moment
First complete the statements with the correct form of the verbs from the list. Then writedown
the phrases used.
What seems to be the problem, madam?

apologize
I would lke to say how sorry i’m
repeated So, if understand you correctly
Asked for Would you mind giving me some details?
took
I want to make sure, this never happens again
ofter I’d be glad offer you two free ninght for your
next visit at our hotel
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?

the camara’s lens is broken
2. What are the five types of costumer complaints? Explain each.

1. product specific : non_functioning, pricing
2waiting timer: long queue at the shop
3.misunderstaiding : communication,product information
4.delivery error : wrong product wrong quanty, lead time
5.personnnel : rude sales person lack of knowledge
3. What is the importance of customer complaint?
13. Look at the problem-solving flow chart below and match the headings to the steps.
5
7
14. Read this trypical letter of appology and complete it with the phrases below.
We are very concerned to hear

We very much regret
We assure you that we are are doing averything we can
The problema 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: we are very concerned to hear that your order from last month has not
reached you
b apologizes to the customer: once again, we apologize for the inconvenience
c show empathy with the customer: we ary much regret the frustration this has caused you
d explain the reason for: the problem now been resolved and your order has been sent to you bby
overnight post
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.
15. 1 Look at what these people say about costumer complaints and apologies. Do any of the
comments sound familiar?
16x 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.
17x TEST YOURSELF !
a
p r
p a p p e a r s
r p
a t t e n t i v e p
c o
I r
a e C a t c h
t m O
b R e s p o n s i b l e
r i n g a v
o t e s
c s w h n t
l a s w y i a r I
a n y t h i n g e l s e e p a n
r i n l m m n o i t
i s g c a s s i s t l g r
f f o l n o h o
y a m l d e l i g h t e d
c e t i a u
t a f r a i d z w c
i l e a e
o ma k e s u r e y
c o n f i r m e
g o o v e r
a
f o r w a r d
d
h e s i t a t e

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TALLER 11: DEALING WITH PROBLEMS AND COMPLAINTS

Duración de la evaluación: Dos horas

2. INSTRUCCIONES PARA EL DILIGENCIAMIENTO

Tenga presente algunas recomendaciones:

3. CONTENIDO y/o SITUACION DESCRIPTIVA:

A. Where does the situation happen?

This situation happens in a hotel

B. What is the girl’s profession?

The girl's profession is receptionist

They are customers

D. Why is the old lady interrupting?

F. What is Mrs. Richards second request?

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

Tell the customer there's nothing you can do

6. Listen again and complete these sentences from the dialogues

I’m afraid that there was a mix-up

It appears that the parts were not in the shipment

It seems that the email didn’t get though

I’m afraid that the orders is delayed

There appears to be a mistake

COUNT ON ME (Bruno Mars)

3 You can count on me like one two three

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

2 I'll sing a song - Beside you

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

2 I'll never let go - Never say goodbye

I’d like tos ay I can see show

Would you mind

What seems to be the problem, madam?

repeated So, if understand you correctly

Asked for Would you mind giving me some details?

1. What is customer complaint?

2. What are the five types of costumer complaints? Explain each.

2waiting timer: long queue at the shop

4.delivery error : wrong product wrong quanty, lead time

5.personnnel : rude sales person lack of knowledge

3. What is the importance of customer complaint?

We are very concerned to hear

We assure you that we are are doing averything we can

The problema has now been resolved

Once again,we apologize

17x TEST YOURSELF !

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