‘The customer is always right’
or are they?
What is customer service like in your country?
Designer store
Corner shop / local store
Delicatessen
What is your favourite shop and why?
How often do you go there?
What do you like to buy there?
Coffee shop
Do you shop in
department stores?
Why?
Why not?
company
progress
customer
money
news
information
Well done!
helpline
research equipment phone call
Countable nouns
Countable
accommodation
overtime
employee
Uncountable nouns
OR
Uncountable
company
progress
customer
money
news
information
research equipment phone call
accommodation
helpline overtime
employee
many
1. Human Resources wants us to reduce our head count : how _______
____________
employees are there currently in this department?
a lot
money
2. We’ve spent __________
of __________on
office equipment this year.
3. I’m worried about the long hours you have been working. How
overtime
much
________
_____________
did you do last month?
4. The director wants an update on the repair work to the building. How
progress
much
_________
___________
have the builders made?
research We want to
5. The company is doing _________
a lot
of market __________.
know what that customer really thinks of the new product line.
help
put me through
ask
calling back
give
Receptionist: Niven and Sellars. How (1) ___________
I (2) _________
you?
help
can
Carlos: Good morning. (3) ________you
_________________
put me through to Marco Grella, please?
Can
Can
R: One moment. (5) ________
I (6) _________
who’s calling?
ask
C: My name’s Carlos Torres.
Would you mind
R: Putting you through now, Mr Torres. Oh, Mr Grella’s line’s busy. (7) ________________
calling back
(8) _________________
in ten minutes?
give
Can
C: No, that’s fine. (9) _____________
you (10) ___________me
his direct number, please?
R: Certainly, his extension number is 357.
C: Thank you. Good bye.
R: Good bye.
Student A
(SB p.23 Roleplay)
Would you
mind checking
these accounts
for me please?
Would you
like me to go
to the bank
for you?
Would you
mind fetching
my passport
for me?
Would you
mind helping
me make a
conference
call to China?
Student B
(SB p.23 Roleplay)
Can you give
me last
month’s sales
figures
please?
Would you like
me to check
what time our
flight leaves?
Would you
mind helping
me with my
case?
Would you
mind helping
me write
some emails
in English?
Student A
Student B
Greet the customer
Explain the problem
Ask for more information.
Give more information
Apologize for the problem
and explain why it happened.
Ask what the company will do
about the problem.
Make an offer to keep the
customer happy (refund /
discount / exchange)
Accept the offer and thank the
person for their help
Rank these customer service bad habits (1=the worst)
slow staff
rude staff
unhelpful staff
staff ignoring you
staff not giving you an answer
being put on hold
Which are the best hotels that
you have stayed in?
Which are the worst hotels that
you have stayed in?
Which hotel would you like
to stay in?
How could you offer to help?