The letters BLAST mean Believe, Listen, Apologise, Solve and Thank. There are some good videos on youtube that talk about strategies to deal with customer complaints in the service industry. If you need a vocabulary list with useful phrases for dealing with complaints, check out my quizlet on https://quizlet.com/_6a8gps?x=1jqt&i=4910v. Need to get a class stoked about learning vocab? Try out the
live function on quizlet!
The instructions on this worksheet are in German because I had a class of students who needed the extra support in German. Feel free to translate the instructions in English.