A

Well I have always wanted to travel to London, that is why I have found out about
tourist spots and they always mention Harrods as one must visit. About this I know
that they are like a series of highly visited tourist warehouses

1. Good customer service at Harrods is about meeting customer expectations.

(FALSE)

2. Harrods customers expect a level of service as good as other retailers. (FALSE)

3. Harrods employees are trained in a seven step customer service program.

(TRUE)

4. Harrods employs people to test the customer service in different departments.

(TRUE)

5. Harrods employees are given feedback on their performance once a month.

(NOT GIVEN)

6. Employees receive champagne if they score 100% in the mystery shop tests.
(FALSE)

1. Good customer service helps retailers to... Customer loyalty...

2. The problem retailers face these days is that products... that your offer, are
available...

3. Companies which don't take customer service seriously will... Lose customers...

D (bà tự tl theo ý mình nha. Cô hỏi kỹ phần này nè)

not being sure how effective it is. She believes that the most effective way is to get
feedback from real clients about what they experience and really look at the
retention of our genuine clients.

(Technology in other store not in Harrods, Harrod use management the customer
service)

1. __ To welcome our__ customers within one minute of arrival

2. __To approach__ customers at an appropriate time and a conversation

3. ___ For to us ask___ questions to product knowledge to customer needs
customers' needs

4. __For them to use their__ Product knowledge and to ___select___ items to

___meet those___ customer needs.

5. __We ask them to do is to highlight__ the features and benefits of products to

customers.

6. __We do is to offer__ related products to __maximise__ the service.

7. __The staff are encouraged to thank__ customer and invite them to return.

VOCABULARY

1. When you handle complaints it is important to be diplomatic

2. You can establish a rapport with a customer if you know about their buying
habits

3. A key element in customer care is to reassure people when they are worried

4. Companies which do not meet their standards of service will lose costumers

5. Many companies will replace products free of charge if they are faulty

1. pass the buck(đùn đẩy trách nhiệm) ----- (c) avoid responsibility---

2. get to the bottom of the problem ----- (d) find the real cause of something---

3. It was the last straw ----- (f) the last in a series of irritating events ---

4. got straight to the point ----- (e) talked about the subject directly ----

5. slipped my mind ------ (a) forgot to do something----

6. ripped off ------ (b) paid far too much for something ----

7. talking at cross purposes ----- (g) misunderstanding what someone else is

referring to ----

1 She was very helpful. She promised to get to the bottom of the problem and find
a solution.
2 He's the person responsible. He shouldn't try to pass the buck and blame others
for his mistakes.

3 Several customers have complained about our service contract. They say they're
paying far too much and feel they have been ripped off

4 I meant to send him a brochure but we were very busy and it slipped my mind

5 They wanted to place a larger order. I thought they wanted a bigger discount.
We were talking at cross purposes

6 They ignored my complaints, it was the last straw when they refused to refund
my money.

7 I saw no point in arguing with him. I got straight to the point and said I wanted
my money back.