customer service

LESSON 07 - BUSINESS ENGLISH

OBJECTIVES

customer service
In this lesson you will:
Know some vocabulary for customer service
Discuss the importance of customer service
Assist customers with their complaints, etc.

This is the lesson content:

Introduction (05 mins)
Writing (10 mins)
Comprehension (15 mins)
Speaking (15 mins)
Review (05 mins)
 IT TAKES
MONTHS TO FIND
A CUSTOMER
AND SECONDS
TO LOSE ONE.
Vince lombardi
30

WARM-UP
QUESTIONS
20

Have you ever complained to a

company? What for you is customer
10 service? "The customer is always
right", what's your opinion?

0
Item 1 Item 2 Item 3 Item 4 Item 5
VOCABULARY
convenient not made correctly
to break down to ask someone to pay an amount of money for something
to charge fair and not too expensive
defective quick and easy to do, not causing problems
value for money something that works well and produces good results
efficient worth the money it costs
reasonable to stop working
CONVERSATION RESOLVE | POLICY | SPEAK | SORRY

Call Centre: Good morning. ABC Broadband Service.

Bryan: Hi. I want to speak to someone about the terrible experience I’m having with your company.
Call Centre: OK. Well, I’m 1 ............................ that you’re not happy with our service.
Could you tell me about the difficulties, you’ve had?
Bryan: Well, I’ve been waiting now for three weeks for the broadband to start. Nothing has happened. When I
called before, I was told it would be just another 24 hours. But that was a week ago. Why did you lie to me?
Call Centre: Well, it’s certainly not company 2 ............................ to lie to our customers.
I would like to help, so could I have your name and account number?
Bryan: It’s Bryan Campbell, and my account number is 383442.
Call Centre: Thank you, Mr Campbell. What I’m going to do is 3 ............................. to our engineering
department and see what has happened. I will then call you back this afternoon.
Bryan: OK...
Call Centre: Can I confirm your number is 020 7946 0477?
Bryan: That’s right.
Call Centre: Good. So, as I say, Mr Campbell, I’ll call you back this afternoon, and I'm sure
we’ll be able to 4............................ this.
Bryan: Thank you.
Call Centre: Thank you for calling. Goodbye.
VOCABULARY
policy a. extremely or distressingly bad or serious.
account b. the act of dealing with customers' needs.
terrible c. a company's record of the products or services used by a customer
certainly d. a set of guidelines or rules that determine a course of action
service e. with certainty; without doubt; assuredly
SUMMARIZING

CUSTOMER'S COMPLAINT

______________________________________________________
______________________________________________________
______________________________________________________

CALL CENTRE'S ACTION

______________________________________________________
______________________________________________________
______________________________________________________
LISTENING
LISTEN TO EMMA'S REVIEWS AND CHOOSE THE RIGHT ANSWERS.

1 What's the best thing about The Hotel on Times Square?

_____ Its building
_____ The area around it
2 What did Emma like about her room? 3 Why didn't Emma like the area?
_____ Its safety _____ It was unsafe and noisy.
_____ Its modern design and comfortable bed _____ It was too modern.
4 Why was the service efficient?
_____ The staff worked very fast.
_____ The staff dealt with all Emma's complaints.
5 Why did Emma have to complain about a broken hairdryer twice?
_____The hairdryer broke down and the staff replaced it with a defective one.
_____ The hairdryer broke down; the staff repaired it, but it broke down again.
6 Why does Emma recommend the hotel in the end?
_____They reduce the price for every guest.
_____The hotel's good, not expensive, and they sometimes reduce the price.
PRACTICE
1) Showing sympathy It's [not] company policy to ...
2) Asking about the problem I'm sorry you're not happy with ...
3) Explaining policy What I'm going to do is ...
4) Offering to help I'd like to help ...
5) Explaining actions Could you tell me about ... ?
PRACTICE
SCENE: YOU WORK AT A HOTEL. READ THE CUSTOMER COMPLAINTS
AND FOLLOW THE [CUE] TO MAKE A RESPONSE.

1) The room I booked was really small. I was terribly disappointed.

[show sympathy] ___________________________________________________________________________
2) I'm a regular customer at your hotel. Why didn't you give me a free upgrade to a deluxe room?
[explain policy] _____________________________________________________________________________
3) My credit card has been charged twice. Why?
[explain actions] ____________________________________________________________________________
4) I'm trying to make another reservation on your website, but it's not working.
[offer to help] ______________________________________________________________________________
5) I really didn't like the room I was given.
[ask about the problem] _____________________________________________________________________
30

HOW IMPORTANT IS
CUSTOMER SERVICE FOR YOU?
20

___________________________________
___________________________________
___________________________________
___________________________________
10
___________________________________
___________________________________
_____________________________.

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30 SPEAKING
DESCRIBE AN OCCASION YOU RECEIVED A
GOOD SERVICE FROM A COMPANY OR A SHOP.

You should say :

20 who provided the service
when you received the service
who was with you at the time
and explain how you felt about receiving
the service.

10 ___________________________________________
___________________________________________
___________________________________________
___________________________________________
___________________________________________
___________________________________________
0
Item 1 Item 2 Item 3 Item 4 Item 5 ___________________________________________
30

WHAT CAN COMPANIES DO TO

IMPROVE THEIR CUSTOMER SERVICE?
20

___________________________________
___________________________________
___________________________________
___________________________________
10
___________________________________
___________________________________
_____________________________.

0
Item 1 Item 2 Item 3 Item 4 Item 5
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