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ESOL Nexus

Learn how to identify and resolve customer complaints in your workplace. Watch video clips, role-play conversations, and discover effective reporting methods.

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ESOL Nexus

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Presentation Transcript

  1. ESOL Nexus Cleaning: customer complaints

  2. Introduction • What do customers/clients complain about in your workplace?

  3. Activity 1 • Watch the clips • What are the problems? http://esol.britishcouncil.org/cleaners/job-reporting-problems

  4. 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? An allergy to what? Have you tried putting the engaged sign on the door? Did your member of staff report it? Can you tell me exactly where you put them? Oh no. Is it too late?

  5. Activity 3 • Watch the clips again • How does the supervisor resolve the problems? http://esol.britishcouncil.org/cleaners/job-reporting-problems

  6. Activity 4 • What problems do customers have? • Write them on your cards

  7. Activity 4 • Role play conversations for your problems • Supervisors: remember to: • Ask for more information • Apologise • Suggest a solution

  8. Activity 5 • How do you report problems to your manager?

  9. Activity 5 • How do you report problems to your manager?

  10. Activity 5 The cleaner keeps throwing away her papers. • Can you put the email in order? Can you make of note of this on the cleaner’s record? HiBob 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 3rd floor, in room D40. Phil Best wishes

  11. Activity 5 HiBob There is a problem with a customer on the 3rd floor, in room D40. • Check your answer 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

  12. Activity 5 HiBob There is a problem with a customer on the 3rd floor, in room D40. • What is the purpose of each section? The cleaner keeps throwing away her papers. Request Salutations I’ll speak to the cleaner and ask him to only throw away what’s in the bins. Greeting Action Can you make of note of this on the cleaner’s record? Say there’s a problem and say where Best wishes Explain what the problem is Your name Phil

  13. Activity 5 Greeting HiBob Say there’s a problem and say where There is a problem with a customer on the 3rd floor, in room D40. Explain what the problem is 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. Action Request Can you make of note of this on the cleaner’s record? Salutations Best wishes Your name Phil

  14. Activity 1 Mask

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