1. http://esol.britishcouncil.org Cleaning: customer complaints ESOL Nexus

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

3. Customer complaints Watch the clips What are the problems? Activity 1 http://esol.britishcouncil.org/cl eaners/job-reporting-problems

4. 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?

5. Customer complaints Watch the clips again How does the supervisor resolve the problems? Activity 3 http://esol.britishcouncil.org/cl eaners/job-reporting-problems

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

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

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

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

10. 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

11. 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

12. 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 RequestSalutations Your name

13. 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

14. Customer complaints Activity 1 Mask