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http://esol.britishcouncil.org
Cleaning: customer complaints
ESOL Nexus
Customer complaints
Introduction
• What do customers/clients complain about in your workplace?
Customer complaints
• Watch the clips
• What are the problems?
Activity 1
http://esol.britishcouncil.org/cleaners/job-reporting-problems
Customer complaints
• Which questions are from each clip?
• Watch the videos again to check
Activity 2
Oh no. Is it too late?
Have you tried putting the engaged sign on the door?
And you’re sure the cleaner hasn’t put them on your desk?
An allergy to what?
Did your member of staff report it?
Can you tell me exactly where you put them?
Customer complaints
• Watch the clips again
• How does the supervisor resolve the problems?
Activity 3
http://esol.britishcouncil.org/cleaners/job-reporting-problems
Customer complaints
• What problems do customers have?
• Write them on your cards
Activity 4
Customer complaints
• Role play conversations for your problems
• Supervisors: remember to:
• Ask for more information
• Apologise
• Suggest a solution
Activity 4
Customer complaints
• How do you report problems to your manager?
Activity 5
Customer complaints
• How do you report problems to your manager?
Activity 5
Customer complaints
• Can you put the email in order?
Activity 5
Hi Bob
There is a problem with a customer on the 3rd floor, in room D40.
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
• Check your answer
Activity 5 Hi Bob
There is a problem with a customer on the 3rd floor, in room D40.
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
• What is the purpose of each section?
Activity 5 Hi Bob
There is a problem with a customer on the 3rd floor, in room D40.
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
Greeting
Say there’s a problem and say where
Explain what the problem is
Action
Request Salutations
Your name
Customer complaints
Activity 5 Hi Bob
There is a problem with a customer on the 3rd floor, in room D40.
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
Greeting
Say there’s a problem and say where
Explain what the problem is
Action
Request
Salutations
Your name
Customer complaints
Activity 1
Mask
