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Formació Professional
Cicle Formatiu Grau Superior
Técnic Superior en Animació Sociocultural i turíst...
2019-38700001-0038
Work Unit 4. Complaint and Claim management.
ING04. Session 1. Guided version.- Complaint and ...
ING04. Session 1. Guided version.- Complaint and claim management.
Continguts
Unit 4. Session 1. Complaint and claim management.
Unit 4. Session 1. Complaint and claim management.
1. Customer complaint form.
1.1. Complaint process.
1.2. Listening test. Complaints record form.
1.3. Test yourself.
2. What to say.
2.1. Vocabulary about "Complaints and Claims".
2.2. Dealing with complaints.
2.3. Put it into practice.
2.4. Now, it´s your turn!
3. Words you need: The basic language of written apologies.
4. How to handle complaint letters or emails.
4.1. Example. Complaint letter.
4.2. Example. Complaint email.
5. How to deal with complaints on the phone.
5.1. Now, it´s your turn!. Listening skill.
5.2. Keep testing your ear. Complaint and claim structures.
6. Pronunciation: Weak forms.
Appendix.- Licences of resources.
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Previous Activity
Guidelines for Students. ING04.
Next Activity
ING04. Session 2. The best future business.
Salta a...
Salta a...
News & announcements.
Coffee Forum.
Chat.
Glosary
English grammar rules.
Dictionary with pronunciation.
Basic English grammar rules. Guided version.
Basic English grammar rules. Full version.
Versiones Imprimibles en PDF.
Coffee Forum for AST_ING01.
Concept Map for AST_ING01.
Guidelines for Students. ING01.
ING01. Session 1. Guided version.- How to manage people.
ING01. Session 2. Guided version.- Speeking on the telephone.
ING01. Communication Activities. Guided version.
ING01. Session 1. Full version.- How to manage people.
ING01. Session 2. Full version.- Speaking on the telephone.
ING01. Communication Activities. Full version.
Online Final Exam for ING01.
Listening Task for ING01.
Reading Task for ING01.
Writing Task for ING01.
Speaking Task for ING01.
Coffee Forum for AST_ING02.
Concept Map for AST_ING02
Guidelines for Students. ING02.
ING02. Session 1. Guided version.- Telematic communication.
ING02. Session 2. Guided version.- Commercial letter.
ING02. Communication Activities. Guided version.
ING02. Session 1. Full version.- Telematic communication.
ING02. Session 2. Full version.- Commercial letter.
ING02. Communication Activities. Full version.
Online Final Exam for ING02.
Listening Task for ING02.
Reading Task for ING02.
Writing Task for ING02.
Speaking Task for ING02.
Coffee Forum for ING_AST03.
Concept Map for ING_AST03.
Guidelines for Students. ING03.
ING03. Session 1. Guided version.- Internal Communication.
ING03. Session 2. Guided version.- Body language.
ING03. Communication Activities. Guided version.
ING03. Session 1. Full version.- Internal business communication.
ING03. Session 2. Full version.- Body language.
ING03. Communication Activities. Full version.
Online Final Exam for ING03.
Listening Task for ING03.
Reading Task for ING03.
Writing Task for ING03.
Speaking Task for ING03.
Coffee Forum for AST_ING04.
Concept Map for AST_ING04.
Guidelines for Students. ING04.
ING04. Session 2. The best future business.
ING04. Communication Activities. Guided version.
ING04. Session 1. Full version.- Telematic business communication.
ING04. Session 2. Full version.- The best future business.
ING04. Communication Activities. Full version.
Online Final Exam for ING04.
Listening Task for ING04.
Reading Task for ING04.
Writing Task for ING04.
Speaking Task for ING04.
Coffee Forum for AST_ING05.
Concept Map for AST_ING05.
Guidelines for Students. ING05.
ING05. Session 1. Product & Services.
ING05. Session 2. Guided version.- Providing corporate information.
ING05. Communication Activities. Guided version.
ING05. Session 1. Full version.- Product & Services.
ING05. Session 2. Full version.- Providing corporate information.
ING05. Communication Activities. Full version.
Online Final Exam for ING05.
Listening Task for ING05.
Reading Task for ING05.
Writing Task for ING05.
Speaking Task for ING05.
Coffee Forum for AST_ING06.
Concept Map for AST_ING06.
Guidelines for Students. ING06.
ING06. Session 1. Guided version.- Administrative and Commercial Documentation.
ING06. Session 2. Guided version.- Voice mail message.
ING06. Communication Activities. Guided version.
ING06. Session 1. Full version.- Administrative and Commercial Documentation.
ING06. Session 2. Full version.- Voice mail message.
ING06. Communication Activities. Full version.
Online Final Exam for ING06.
Listening Task for ING06.
Reading Task for ING06.
Writing Task for ING06.
Speaking Task for ING06.
Coffee Forum for AST_ING07.
Concept Map for AST_ING07.
Guidelines for Students. ING07.
ING07. Session 1. Guided version.- Diary Planning.
ING07. Session 2. Guided version.- Covering letter.
ING07. Communication Activities. Guided version.
ING07. Session 1. Full version.- Diary Planning.
ING07. Session 2. Full version.- Covering letter.
ING07. Communication Activities. Full version.
Online Final Exam for ING07.
Listening Task for ING07.
Reading Task for ING07.
Writing Task for ING07.
Speaking Task for ING07.
