The following elements are treated in this thematic training:

• Collect the right information concerning the complaint by the right presentation of the question;
• Propose possible solutions;
• How to treat unfounded complaints;
• Telephonic and written settlement of complaints;
• How to use the right expressions, using euphemistic language;
• Practical role play between the client and you as a supplier;
• …

This thematic training emphasizes the oral aspect in the first place, but there is also attention for the layout of an attractive complaint letter.

A beginner’s knowledge of the target language is required for
this short-course.