Cours à distance · Bac Pro

English · Première professionnelle · CEFR B1

Week 8 Dealing with complaints

By Friday, you can answer a customer's complaint politely and offer a solution.

Professional interaction: complaints, apologies and solutions (B1).

Everything is in English. Need help? Read the worked example, listen to the model, then try again.

This week: 3 lessons

  1. Lesson 1 · Apologising 35 min
  2. Lesson 2 · Offering solutions: I'll, we can, would you like 35 min
  3. Lesson 3 · Reply to a complaint email 45 min

One lesson a day is enough: for example Monday, Wednesday and Friday.

Watch the video of the weekComplaining · 26 · English at Work tells you how to complainBBC Learning English · YouTube

My checklist for the week

Your ticks are saved on this device only.

Lesson 1 · 35 min

Apologising

Objective

Apologise in a professional way.

The lesson

To apologise: I'm very sorry about… / I apologise for… / I'm afraid there was a problem with… Show you understand: I understand that you are disappointed. Never argue with the customer: stay calm and polite.

Worked example

Customer: I ordered a birthday cake for today, but it isn't ready!

Assistant: I'm very sorry about that. I understand that you are disappointed.

Customer: The party starts at four!

Assistant: I apologise for the delay. I'll check with the baker right now.

Listen to the model

I'm very sorry about…, I understand…, I apologise for… The assistant stays calm and acts at once.

Practise: self-correcting exercises

Complete the sentences.

  1. I'm very about the delay.
  2. I for the mistake.
  3. I that you are disappointed.
  4. I'm there was a problem.
  5. You must stay and polite.

Your turn: a small production

Speak and record

Record 3 apologies for 3 situations: a late delivery, a wrong order, a long wait.

Sentence starters: I'm very sorry about… · I apologise for… · I understand that…

Use the voice recorder of your phone. Listen once, then record again if you want. Name the file as explained below.

Worksheet to complete (paper or ENT)

Print it, or copy it into your notebook. You can also complete it on a computer and upload it.

Name: Class: Date:

Cours à distance · Bac Pro · Première · English · Week 8 · Lesson 1

Apologising

Apologise in a professional way.

1. Complete the lesson with the words in the box.

calm · sorry · understand

To apologise: I'm very about… / I apologise for… / I'm afraid there was a problem with… Show you understand: I that you are disappointed. Never argue with the customer: stay and polite.

2. Exercises: fill in the blanks or circle the right answer.

  1. I'm very about the delay.
  2. I for the mistake.
  3. I that you are disappointed.
  4. I'm ( scared / afraid / happy ) there was a problem.
  5. You must stay ( quiet / angry / calm ) and polite.

3. Record 3 apologies for 3 situations: a late delivery, a wrong order, a long wait.

Take a clear photo of this sheet and upload it on the ENT. · Madame Carole Paoli Pompougnac · IP

Lesson 2 · 35 min

Offering solutions: I'll, we can, would you like

Objective

Offer solutions to a customer.

The lesson

To offer a solution: I'll + verb (a promise now): I'll call you back. We can + verb: We can give you a refund. Would you like…?: Would you like a new one? End with: Is there anything else I can do?

Worked example

I'm sorry, your phone case is the wrong colour. I'll order the black one for you today. We can deliver it on Friday. Or would you like a refund? We can also give you a ten per cent discount on your next purchase.

Listen to the model

I'll order (promise), We can deliver / give (possibility), Would you like…? (choice for the customer).

Practise: self-correcting exercises

Choose the right form.

  1. call you back in ten minutes.
  2. We give you a refund.
  3. you like a new one?
  4. Is there anything I can do?
  5. We can give you a ten per cent .

Your turn: a small production

Write

A customer is unhappy with a service in your trade. Write 4 solutions you can offer.

Sentence starters: I'll… · We can… · Would you like…?

Write here, on paper or in your notebook. Your text is saved on this device only. Copy it to send it on the ENT.

Worksheet to complete (paper or ENT)

Print it, or copy it into your notebook. You can also complete it on a computer and upload it.

Name: Class: Date:

Cours à distance · Bac Pro · Première · English · Week 8 · Lesson 2

Offering solutions: I'll, we can, would you like

Offer solutions to a customer.

1. Complete the lesson with the words in the box.

can · I'll · Would

To offer a solution: + verb (a promise now): I'll call you back. We + verb: We can give you a refund. you like…?: Would you like a new one? End with: Is there anything else I can do?

2. Exercises: fill in the blanks or circle the right answer.

  1. ( I'm / I'll / I ) call you back in ten minutes.
  2. We ( cans / can to / can ) give you a refund.
  3. ( Would / Will / Do ) you like a new one?
  4. Is there anything I can do?
  5. We can give you a ten per cent .

3. A customer is unhappy with a service in your trade. Write 4 solutions you can offer.

Take a clear photo of this sheet and upload it on the ENT. · Madame Carole Paoli Pompougnac · IP

Lesson 3 · 45 min

Reply to a complaint email

Objective

Write a polite reply to a complaint.

The lesson

A reply to a complaint has: a polite greeting (Dear Mr…), thanks for the message, an apology, an explanation, a solution, and a polite ending (Kind regards).

Worked example

Subject: Your order 4521

Dear Mrs Taylor, Thank you for your email. I am very sorry that your sofa arrived damaged. There was a problem with the delivery van. We will collect the sofa on Thursday and bring you a new one on Saturday morning. We hope this solution suits you.

Kind regards,

Ryan Cole, Customer Service

Listen to the model

Thanks → apology → explanation → solution (collect / bring) → polite ending.

Practise: self-correcting exercises

Read the email. Complete.

  1. The sofa arrived .
  2. There was a problem with the delivery .
  3. They will collect the sofa on .
  4. The new sofa arrives on Saturday .
  5. The email ends with Kind .

Your turn: a small production

Write

Write a reply (80 words) to a customer who complains about a late order in your trade.

Sentence starters: Dear Mr / Mrs…, thank you for your email. · I am very sorry that… · We will… Kind regards,

Write here, on paper or in your notebook. Your text is saved on this device only. Copy it to send it on the ENT.

Worksheet to complete (paper or ENT)

Print it, or copy it into your notebook. You can also complete it on a computer and upload it.

Name: Class: Date:

Cours à distance · Bac Pro · Première · English · Week 8 · Lesson 3

Reply to a complaint email

Write a polite reply to a complaint.

1. Complete the lesson with the words in the box.

regards · solution · thanks

A reply to a complaint has: a polite greeting (Dear Mr…), for the message, an apology, an explanation, a , and a polite ending (Kind ).

2. Exercises: fill in the blanks or circle the right answer.

  1. The sofa arrived .
  2. There was a problem with the delivery .
  3. They will collect the sofa on ( Monday / Saturday / Thursday ).
  4. The new sofa arrives on Saturday .
  5. The email ends with Kind .

3. Write a reply (80 words) to a customer who complains about a late order in your trade.

Take a clear photo of this sheet and upload it on the ENT. · Madame Carole Paoli Pompougnac · IP

I hand in my work

  1. Do the exercises online and click Check. Nothing is sent automatically: this website keeps nothing outside your device.
  2. Complete the worksheet: on paper (printed or copied in your notebook), then take a clear photo. Or complete it on a computer.
  3. Written work: click « Copy my text » and paste it in an ENT message or a document. Oral work: record it with the voice recorder of your phone.
  4. Name your files like this: NOM_Prenom_1re_Anglais_S8_L1.jpg (or .mp3, .m4a, .pdf).
  5. Upload them on the ENT, in the space your teacher has opened for « Week 8 » (homework drop box, cahier de textes or messaging), before the date your teacher gives.
  6. No printer, no computer or a bad connection? Copy the worksheet in your notebook and tell your teacher through the ENT or the school office: another solution will be found together.