TAKING NOTES SMOOTH OPERATOR

9. COMPLAINTS CARDS

Meeting topic : 8 complaints. Type of activity : problem – solving. Participants : whole class. Functions practiced : offering solutions. Photocopiable materials : available. Divide the class into two groups. Group A will act as the customers and group B as the representatives. Give each student in group A a complaint card. Make sure each of the students holds different kind of complaint cards. Tell the students who hold complaints cards: they are the customer of Bank Mandiri who have a complaint related to the bank’s service. They have to go to some representatives and state their complaints. Ask for solutions to up to 3 representatives. Write down their solutions and then choose one representative as the best representative. Tell the students who act as representative: they are the representatives of Bank Mandiri. Their job is to handle the complaints from the customers. Apologize and give good solution to every complaint you hear. After they have finished, ask them to swap roles. UNIT 1 B. DON’T STOP NOW I. 1. let me introduce 2. do you do 3. do you do 4. meet 5. this is 6. to meet you 7. to meet you, too 8. Customers Services Officer 9. a financial Advisor 10. I work II. 1. F : L I : B 2. F : J I : M 3. F : K I : F 4. F : H I : I 5. F : D I : G 6. F : A I : N 7. F : C I : E D. LET’S LEARN I. 1. c 2. e 3. h 4. b 5. a 6. g 7. f 8. d II. is : He, She, It am : I are : You, We, They UNIT 2 A. DO YOU REMEMBER? 1. a. three point six percent b. two third c. three hundred and twenty seven d. two hundred dollars e. one million B. DON’T STOP NOW I. 1. commission 2. bill 3. deposit 4. cash 5. insurance 6. receipt 7. traveller’s cheque 8. credit card 9. change 10. exchange rate II. Asking the denomination - In what denomination would you like it? - How would you like it, Sir? - Would you like it all in Rupiahs? Asking for ways of payment - How would you like to pay, Sir? Asking the amount of money - How much would you like to change? - How much would you like to transfer, Sir? - How much do you want them for? III. 1. How would you like to pay 2. In what denomination would you like it? 3. How much would you like to transfer? 4. Would you like it all in Rupiahs? 5. How much would you like to change? PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI