ESOL Nexus Cleaning customer complaints http esol britishcouncil
ESOL Nexus Cleaning: customer complaints http: //esol. britishcouncil. org
Customer complaints Introduction • What do customers/clients complain about in your workplace?
Customer complaints Activity 1 • Watch the clips • What are the problems? http: //esol. britishcouncil. org/cl eaners/job-reporting-problems
Customer complaints Activity 2 • Which questions are from each clip? • Watch the videos again to check And you’re sure the cleaner hasn’t put them on your desk? Can you tell me exactly where you put them? An allergy to what? Have you tried putting the engaged sign on the door? Oh no. Is it too late? Did your member of staff report it?
Customer complaints Activity 3 • Watch the clips again • How does the supervisor resolve the problems? http: //esol. britishcouncil. org/cl eaners/job-reporting-problems
Customer complaints Activity 4 • What problems do customers have? • Write them on your cards
Customer complaints Activity 4 • Role play conversations for your problems • Supervisors: remember to: • Ask for more information • Apologise • Suggest a solution
Customer complaints Activity 5 • How do you report problems to your manager?
Customer complaints Activity 5 • How do you report problems to your manager?
Customer complaints Activity 5 • Can you put the email in order? The cleaner keeps throwing away her papers. Can you make of note of this on the cleaner’s record? Hi Bob I’ll speak to the cleaner and ask him to only throw away what’s in the bins. There is a problem with a customer on the 3 rd floor, in room D 40. Phil Best wishes
Customer complaints Activity 5 • Check your answer Hi Bob There is a problem with a customer on the 3 rd floor, in room D 40. The cleaner keeps throwing away her papers. I’ll speak to the cleaner and ask him to only throw away what’s in the bins. Can you make of note of this on the cleaner’s record? Best wishes Phil
Customer complaints Activity 5 Hi Bob • What is the purpose of each section? Request Greeting Salutations Action Say there’s a problem and say where There is a problem with a customer on the 3 rd floor, in room D 40. The cleaner keeps throwing away her papers. I’ll speak to the cleaner and ask him to only throw away what’s in the bins. Can you make of note of this on the cleaner’s record? Best wishes Explain what the problem is Your name Phil
Customer complaints Activity 5 Greeting Hi Bob Say there’s a problem and say where There is a problem with a customer on the 3 rd floor, in room D 40. Explain what the problem is The cleaner keeps throwing away her papers. Action Request I’ll speak to the cleaner and ask him to only throw away what’s in the bins. Can you make of note of this on the cleaner’s record? Salutations Best wishes Your name Phil
Customer complaints Activity 1 Mask
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